Digital Workplace Director
4 weeks ago
Fulcrum Technology Solutions is seeking a highly skilled Director of Digital Enterprise Services to lead our Digital Enterprise Services team. The successful candidate will be responsible for managing end-point engineering, IT Service Management (ITSM), and enhancing the overall employee user experience.
Key Responsibilities:
- Direct the Digital Enterprise Services team, overseeing daily operations and ensuring compliance with service delivery standards in end-point engineering, ITSM, and Microsoft 365.
- Provide coaching, supervision, and performance reviews for team members, fostering professional growth and accountability.
- Cultivate a high-performing team that values excellence and continuous improvement.
- Lead the development and management of the digital enterprise services strategy, ensuring effective communication and relationship management.
- Design and implement strategies that align with business objectives, enhancing the digital workplace and user experience.
- Drive initiatives to optimize the digital workplace and ensure effective adoption of tools, particularly Microsoft 365.
- Provide tier 1 to 3 technical support, efficiently resolving inquiries and technical issues related to end-point engineering, ITSM, and Microsoft 365.
- Ensure robust operational support for all technology aspects of digital enterprise services, including communication platforms and VDI infrastructure.
- Maintain digital enterprise services systems, ensuring they are updated with the latest versions and patches.
- Work closely with executive leadership to develop long-term strategies for customer satisfaction in end-point engineering and ITSM.
- Create training materials and provide guidance to clients and staff on utilizing digital enterprise services effectively.
- Develop and maintain SLAs tailored to client needs in end-point engineering and ITSM.
- Facilitate updates to digital enterprise services processes as defined by leadership.
- Participate in compliance audits and collaborate with stakeholders to address any issues.
- Develop disaster recovery strategies for digital enterprise services, contributing to business continuity plans.
- Oversee the relocation of technical equipment to and from client locations as needed.
Requirements:
- Minimum of 8 years in a relevant field with a strong project management background.
- Proven experience leading digital enterprise services teams, particularly in end-point engineering, ITSM, and Microsoft 365.
- Demonstrated ability to provide tier 1 to 3 support and manage communication platforms and VDI infrastructure.
- Experience managing OPEX budgets exceeding $10MM and justifying CAPEX proposals.
- Bachelor's degree in Computer Science, a related field, or equivalent work experience (four years of related experience).
- Advanced knowledge of application systems and operating platforms.
- Expertise in information systems concepts, development life cycle, recovery techniques, and performance tuning.
- Strong analytical, decision-making, and problem-solving skills.
- Excellent written and verbal communication abilities, including conceptual and data analysis.
- Proficiency in budget planning and identity management.
Preferred Skills:
- ITIL certification for IT service management best practices.
- Microsoft 365 certifications (e.g., Microsoft 365 Certified Enterprise Administrator Expert).
- Certifications in VDI solutions (e.g., VMware Certified Professional, Citrix Certified Professional).
- Experience with end-point management tools (e.g., Microsoft Intune, SCCM).
- Familiarity with cloud-based solutions and hybrid environments related to end-point management and ITSM.
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