Director Information Technology Services

Overview

The Director, Digital Workplace Services is responsible for developing the strategic vision and overseeing the daily operations of all IT digital workplace functions. This includes global IT service desk operations, desktop support, IT asset management, and the Microsoft O365 and Active Directory platforms.

Reporting to the Vice President of IT Infrastructure & Operations, this position leads a global team dedicated to delivering exceptional end-user support and ensuring the efficiency, reliability, and security of all digital workplace systems. The role requires a leader with strong technical expertise, customer focus, and a proven ability to drive process improvements and operational excellence.

Key Responsibilities

• Develop and execute the strategic vision for Digital Workplace Services, including service desk, end-user computing, and O365 product strategy.
• Oversee the lifecycle management of IT software and hardware assets to ensure compliance, optimization, and alignment with strategic goals.
• Provide senior leadership to deliver a robust and user-friendly IT service management (ITSM) process.
• Serve as an escalation point for complex technical and service delivery issues.
• Ensure IT service delivery is effectively monitored and continuously improved.
• Establish and manage vendor and supplier relationships to ensure consistent delivery of high-quality services.
• Collaborate across IT and business functions to drive continuous improvements in IT service delivery and performance.
• Participate in Change Management processes, including serving on the Change Approval Board (CAB).
• Identify opportunities for process efficiency and develop business cases for new technology investments.
• Lead ongoing improvements to incident, problem, and change management processes.
• Oversee resolution of audit findings related to Digital Workplace Services.
• Manage all aspects of the IT Service Desk, including strategy implementation, reporting, escalations, and productivity.
• Develop and analyze key performance reports for service delivery and customer satisfaction.
• Build strong relationships with business partners to ensure alignment with end-user productivity goals.
• Track and report on service-level metrics and operational effectiveness.
• Drive customer satisfaction through proactive issue resolution and continuous service improvement.
• Manage departmental goals, budgets, and performance standards.
• Lead procurement efforts for hardware and software related to Digital Workplace Services.
• Stay current with trends and emerging technologies in end-user support and workplace solutions.

Qualifications

• Bachelor's degree in Business, Computer Science, Information Systems, or related field.
• 10–15+ years of progressive IT experience, including:
• 5+ years managing an IT Service Desk in a mid-to-large organization (required).
• 5+ years supporting and maintaining remote end-user services (required).
• Deep understanding of desktop systems and the Microsoft Office 365 suite.
• Proven experience managing Active Directory and Microsoft 365 environments, including identity governance and access control.
• Strong leadership and team-building skills, with the ability to coach and develop staff.
• Demonstrated ability to lead process improvement and change management initiatives.
• Strategic thinker with the ability to plan long-term direction and operational roadmaps.
• Experience managing IT budgets and vendor relationships.
• Excellent communication, negotiation, and interpersonal skills.
• ITIL certification preferred.
• Familiarity with agile or scrum methodologies is a plus.
• Strong analytical, problem-solving, and organizational skills.
• Ability to work collaboratively across business and technology teams.

Attributes for Success

• Customer-focused mindset with a passion for delivering exceptional end-user experiences.
• Strategic thinker with a practical approach to implementation.
• Skilled in balancing operational priorities with long-term innovation.
• Self-motivated and results-driven with a commitment to continuous improvement.