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
microsoft 365
itil
intune
bachelor's
8+ years
leadership
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
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
Company
Overview
Founded 1874
Year Established
The company was established in 1874, marking the beginning of its legacy in water solutions.
Over Centuries
Years of Expertise
Possessing over a century of expertise in water safety and efficiency.
A global leader in providing safe water, energy efficiency, and environmental sustainability solutions.
Specializes in innovative water control, flow, and safety devices, emphasizing reliability.
Serves residential, commercial, and industrial sectors across various regions.
Solutions are widely used in plumbing, heating, cooling, and industrial processes.
Involved in water management systems, energy-saving technologies, and water conservation solutions.
Culture + Values
Inclusivity as one of our strategic pillars, cultural behaviors, and global performance management
High-performance, values-driven culture
Family of companies…provides one of the broadest…solutions” (emphasis on collaboration and innovation)
Environment + Sustainability
30% reduction
Carbon Emissions Target
Committed to reducing absolute carbon emissions by 30% by 2034.
100+ million liters saved
Water Usage Reduction
Achieved a reduction of over 100 million liters in global water usage over the past decade.
62% reduction
Water Efficiency
Improved water use efficiency, achieving a 62% reduction in water intensity since 2018.
70,000+ people
Clean Water Access
Provided access to clean water for over 70,000 individuals across nine countries.
Recognized among the Top 300 U.S. companies for environmental sustainability by Newsweek (2024 & 2025)
Named one of America’s Climate Leaders 2023 by USA Today
First company verified by The Water Council’s WAVE: Water Stewardship Verified program
Inclusion & Diversity
Top Place to Work 2023
Massachusetts Recognition
Recognized as a Top Place to Work in Massachusetts, highlighting the company's commitment to creating an inclusive and welcoming environment.
Incorporated inclusivity as a strategic pillar and cultural behavior
No publicly available gender-related headcount or leadership statistics