Director, Digital Workplace and End User Services

The Director, Digital Workplace and End User Management will redesign how HBP employees experience technology—moving from reactive ticket resolution to proactive, self-healing services powered by AI, automation, and platform engineering. You’ll eliminate repetitive work, enable intuitive self-service, and deliver measurable improvements in user experience, operational efficiency, and risk reduction, while building and guiding a small, outcome-driven team.

What you’ll do

• Lead the transformation of a traditional Help Desk, Desktop Support, and Systems Administration function into a modern Digital Workplace & End User Services team.

• Design and implement AI-first service desk capabilities, including Copilot integrations, virtual agents, and orchestration workflows.

• Build and scale autonomous endpoint management using Intune, remediation scripts, and telemetry-driven health monitoring.

• Establish platform engineering practices across endpoint, identity, and workplace services to enable reusable, scalable solutions.

• Develop API-driven, event-based automation across identity, device lifecycle, and access management workflows.

• Implement telemetry, observability, and signal-based automation for proactive issue detection, self-healing, and remediation.

• Partner with Security to embed governance, compliance, and risk controls into automated workflows and digital workplace platforms.

• Drive zero-touch provisioning and lifecycle management for devices and user access.

• Lead change management, reskilling, and adoption efforts for impacted IT staff and business stakeholders.

• Build and lead a small, outcome-driven team.

What you’ll bring

• 10+ years of IT experience, including 4+ years leading a customer support help desk or end user support function.

• Proven track record leading large-scale IT transformation initiatives, including. implementing AI and automation in IT operations.

• Deep expertise in endpoint management (e.g., Intune, MDM), identity (e.g., Azure AD), and automation.

• Strong hands-on experience with Power Platform and APIs (Graph/REST).

• Strong understanding of ITSM and ITIL processes, including shift-left strategies.

• Experience with telemetry, monitoring, and event-driven architectures.

• Data-driven decision-making style and comfort using metrics (ticket volume, MTTR, endpoint health, UX scores) to guide priorities.

• Extensive change management and cross-functional collaboration skills.

You’ll stand out if you have

• Experience with Copilot Studio, virtual agents, or AI-driven service desk platforms.

• Background in platform engineering or SRE practices applied to end user computing and workplace services.

• Familiarity with tools like Nexthink or similar endpoint analytics and digital experience monitoring platforms.