Workplace Collaboration & End User Enablement Manager

Description

• Act as a champion for the end-user experience, ensuring IT delivers measurable business value through productivity and satisfaction.
• Drive the strategic roadmap for workplace collaboration technologies, including Microsoft 365, Teams, Zoom, and related platforms.
• Oversee change management and communications related to collaboration tools and end-user technologies.
• Lead process improvement initiatives focused on automation, self-service, and first-contact resolution.
• Maintain and continuously improve the end-user service catalog and related documentation.
• Manage the outsourced vendor relationship for Level 1 and Level 2 support, ensuring SLA compliance, operational performance, and continuous improvement.
• Partner with Infrastructure, Security, and Enterprise Applications teams to ensure end-user and collaboration solutions align with Watts’ global IT strategy.
• Establish and maintain a governance framework for end-user technology, including service standards, SLAs, OLAs, and KPIs.
• Conduct regular vendor performance reviews, using data and insights to drive accountability and service optimization.
• Provide leadership and oversight for Service Desk, Endpoint Management, and Desktop Support operations across all regions.
• Develop and report on key performance metrics, highlighting trends, issues, and opportunities for improvement.
• Maintain productive and collaborative relationships with other Watts employees.
• Oversee the endpoint management program, including device lifecycle management, patching, security compliance, and software deployment.

Requirements

• Experience leading initiatives around Microsoft 365, Teams, Zoom, or other collaboration platforms.
• Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.
• Proven success managing global service delivery and vendor governance models.
• Excellent communication, leadership, and stakeholder management skills.
• Travel: 30%
• Ability to read documents, use a computer, and perform data entry tasks.
• Adherence to all personnel policies, procedures, and standards of process as implemented by Watts.
• Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.
• Strong knowledge of ITIL frameworks, service governance, and performance management.
• Ability to be flexible and adapt to changing work priorities and stressful conditions.
• Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
• Bachelor’s degree in information technology, computer science, or related field.
• Hands-on understanding of endpoint management tools (e.g., Intune, SCCM, JAMF).
• Ability to operate standard office equipment such as computers, printers, phones, and copiers.
• Punctuality and dependability.
• 8+ years of progressive experience in end-user services, IT operations, or collaboration technologies, with at least 3 years in a leadership role.
• Experience supporting dispersed or geographically distributed locations.
• Ability to physically move around the office, organize or transport files, packages, or other office-related materials.
• Ability to remain seated at a desk or workstation for extended periods.
• Proven success managing outsourced service desk and desktop support vendors in a global or multi-site environment.

Benefits

• Additional perks such as fitness reimbursements and employee discount programs
• Competitive compensation based on your skills, qualifications and experience
• 10 paid holidays and Paid Time Off
• Comprehensive medical and dental coverage, retirement benefits
• Family building benefits, including paid maternity/paternity leave
• Continued professional development opportunities and educational reimbursement

Training + Development

Interview process

Visa Sponsorship

Security clearance