Director, Digital Workplace Services

Director, Digital Workplace Services

Full-Time | Hybrid | Atlanta, GA (East Cobb near The Battery)

Overview:
We’re seeking a dynamic Director of Digital Workplace Services to lead the strategy, operations, and continuous improvement of our global end-user technology ecosystem. Reporting to the VP, IT Infrastructure & Operations, this role oversees all aspects of digital workplace operations — including the Global IT Service Desk and Computer Café, desktop support, IT asset management, and Microsoft 365/Active Directory platforms.

This highly visible leadership position will shape the organization’s digital workplace strategy, drive service excellence, and ensure a superior end-user experience across the enterprise.

Key Responsibilities:

• Strategy & Leadership

  • Develop and execute the strategic vision for global Digital Workplace Services, including the service desk, end-user computing, and Office 365 product strategy.

  • Lead and mentor a global IT operations team to ensure effective service delivery, collaboration, and continuous improvement.

  • Define goals, objectives, and budgets for Digital Workplace Services aligned with organizational priorities.

• Operations Management

  • Oversee lifecycle management of IT software and hardware assets to ensure compliance, utilization, and alignment with digital workplace strategy.

  • Ensure IT service delivery is monitored effectively and continuously improved through proactive action planning and process optimization.

  • Serve as a point of escalation for complex end-user issues and drive timely resolution.

  • Partner with IT and business leaders to enhance operational quality, performance, and customer satisfaction.

• Governance & Process Improvement

  • Lead service delivery governance and incident, problem, and change management processes (including participation on the Change Approval Board).

  • Identify efficiency opportunities and develop business cases for digital workplace technology investments.

  • Oversee audits and ensure all compliance requirements are met for Digital Workplace Services.

  • Track and report key service level metrics and performance analytics to measure and improve IT operations effectiveness.

• Vendor & Stakeholder Management

  • Manage vendor and supplier relationships to ensure quality and cost-effective delivery of services.

  • Build and maintain strong relationships with business partners to ensure end-user needs and productivity goals are met or exceeded.

• Innovation & Delivery

  • Stay current on trends in end-user support, technologies, and best practices.

  • Lead digital workplace service projects, ensuring delivery on time, within budget, and with high quality.

  • Support technology procurement processes for new hardware and software.

Qualifications & Experience:

• Education: Bachelor’s degree in Computer Science, Information Systems, Business, or related field.

• Experience:

  • 10–15+ years of progressive IT experience.

  • Minimum 5 years leading an IT Service Desk (insourced or outsourced) for a mid-to-large organization.

  • 5+ years supporting and maintaining remote end-user services.

  • Proven experience designing, implementing, and improving Digital Workplace or End-User Computing environments.

• Technical Expertise:

  • Deep understanding of desktop systems, Office 365 product suite, Active Directory, and identity/access management.

  • Demonstrated experience with IT asset management, ITSM platforms, and incident/problem/change management.

  • ITIL certification preferred.

• Leadership & Communication:

  • Strong people leadership skills with a track record of building and developing high-performing teams.

  • Excellent communication, interpersonal, and negotiation skills across all organizational levels.

  • Strategic thinker with proven ability to manage multiple priorities and deliver measurable outcomes.

• Additional Skills:

  • Experience managing IT budgets.

  • Knowledge of Agile/Scrum and basic product management principles.

  • Strong problem-solving and critical-thinking skills, with a focus on customer service and operational excellence.