Director of Digital Workplace

Description

• Technology Management: Oversee the selection, deployment, and management of digital workplace technologies, including Mobile Device management, collaboration tools, communication platforms, and productivity software
• Set and execute strategies to achieve exceptional user experience, emphasizing innovation, automation, self-service, “shift left”, continual improvement, and lean operational practices
• Technical Support: Handle escalated technical issues from service desk and level 1 support, providing in-depth troubleshooting and resolution
• System Maintenance: Perform system updates, configurations, and maintenance tasks to ensure optimal performance of IT infrastructure
• Team Management: Manage, mentor, and develop the team, providing guidance and support to help them achieve their objectives
• Incident and service request management: Manage and resolve incidents and service requests within agreed service levels, ensuring minimal disruption to business operations
• Overseeing the design, implementation, and management of the digital workplace infrastructure including corporate device provisioning, BYOD, manufacturing devices
• Global audio video & event Support: Manage all Audio-Visual (AV) systems and services for global meetings, conferences and events, ensuring seamless collaboration experiences across the organization
• User Experience: Ensure a seamless and efficient user experience by optimizing digital tools and platforms for ease of use and accessibility
• IT Service Desk Operations & Strategy: Oversight of the day-to-day operations of an Enterprise Service Desk Team supporting over 5000+ users
• Develop shift-left strategies, empowering the service desk and incident management team to handle more complex support cases, reducing dependency on L3 teams
• Digital Workplace Strategy: Develop and implement a comprehensive digital workplace strategy and roadmap that supports the organization's goals and enhances employee productivity and engagement
• Vendor Management: Manage relationships with external vendors, managed services to ensure the delivery of high-quality and cost-effective digital workplace solutions
• On-site leadership and managing the client support team spanning across our global corporate, manufacturing locations, sales and services offices and operations footprint

Requirements

• Experience in budget management and financial planning
• Ability to lead, collaborate, influence, and coordinate activities in a cross functional, team-oriented environment to deliver technology applications or technical products
• Ability to take charge and orchestrate work, facilitate decisions, and collaborate with infrastructure leadership to drive the actions necessary to achieve desired results
• Strong technical/strategic appetite to think about infrastructure as DEX, DUX and not be a legacy thinker
• Strong problem-solving and decision-making abilities
• Strong customer/employee centric mindset and ability to empathize with end-user experience challenges
• Familiarity with Agile and DevOps methodologies
• 8+ years of dynamic IT infrastructure leadership experience, managing leaders and individual contributors across core areas of infrastructure, ideally within digital workplace, global service desk and on-site client support teams spanning production/operation sites and corporate offices
• Direct experience and/or oversight across these technologies or similar: ServiceNow, Windows OS, Cisco Network, Azure Cloud, M365
• Experience in managing large-scale IT infrastructure environment
• Proven process and operations mindset; establish and drive outcomes to critical SLAs, KPIs, comprehensive process and policy foundation
• Bachelor’s degree in Computer Science, Information Technology, or related field
• Work visa sponsorship is not available for this position
• The ability to make an impact and shape your career with a company that is passionate about growth
• Relevant professional certifications such as ITIL, or other relevant certifications
• Experience: 12+ years of progressive IT infrastructure experience; both technical depth and proven leadership
• Experience using Digital Employee Experience (DEX) and Digital User experience (DUX) tools such as Nexthink, Systrack Riverbed, Ivanti, ControlUp etc.
• Strong leadership, customer focus and analytical skills with outstanding written and oral communication skills

Benefits

• 401K retirement plan with employer contributions matching 100% of the first 3% of employee contributions and 50% on the next 2% of employee contributions
• Company provided life insurance + optional employee paid voluntary life insurance, dependent life coverage and voluntary accident coverage
• Multiple medical insurance plan options + dental and vision insurance
• Vacation accrues on a monthly basis, unless applicable federal, state and local law requires a faster accrual
• Short term and long term disability
• 3 weeks of paid time off for new employees + 11 company paid holidays
• Paid sick time in accordance of the federal, state and local law
• Paid parental leave and tuition reimbursement after 6 months of continuous service
• Medical/Dental/Vision coverage, PTO, 401K match, support for community involvement and much more

Training + Development

Interview process

Visa Sponsorship

Security clearance