Associate Director - Digital Workplace & IT Operations

• Location: Alpharetta, GA
• Country: United States
• Total experience : 15+yrs

Position Summary

The Associate Director of Digital Workplace & IT Operations is responsible for defining and executing the strategy, delivery, and continuous improvement of Avanos's global digital workplace ecosystem. This role ensures modern, reliable, secure, and scalable end-user technology services that enhance employee productivity and collaboration across corporate offices and manufacturing locations.

As a key leader in Avanos's digital transformation, this role enables cloud-first workplace strategies and seamless user experiences. The Associate Director oversees global Service Desk operations and end-user computing platforms including ITSM, Microsoft 365, Azure Virtual Desktop (AVD), Mobile Device Management (MDM), SCCM, printing, and audio/video collaboration services. This role partners closely with Networking, Active Directory, Infrastructure, and Security teams to ensure operational excellence, compliance, and business continuity.

Principal Accountabilities

IT Service Management (ITSM)

• Lead and govern the ITSM framework aligned with ITIL best practices.
• Continuously improve incident, problem, change, and request management processes.
• Define, monitor, and report KPIs to measure service quality, performance, and end-user satisfaction.
• Ensure CMDB accuracy through strong governance, ongoing maintenance, and data integrity reviews.
• Drive automation, self-service, and workflow optimization to improve efficiency and responsiveness.

Service Desk Operations

• Lead global Service Desk operations to deliver consistent, high-quality end-user support.
• Ensure adherence to SLAs and effective escalation to L2/L3 support teams.
• Increase ticket deflection through knowledge management, self-service, and automation initiatives.
• Oversee operational dashboards tracking first-contact resolution, MTTR, and customer satisfaction.

Site Support

• Oversee site-level IT operations to ensure a consistent end-user experience across all locations.
• Coordinate with regional and global teams to maintain infrastructure readiness and responsiveness.
• Partner with Networking, Active Directory, and Security teams to resolve connectivity and access issues.
• Ensure effective physical asset management, incident response, and escalation processes.

Microsoft 365 (O365)

• Manage and optimize the Microsoft 365 platform, including Exchange, Teams, SharePoint, and OneDrive.
• Establish governance for licensing, groups, lifecycle management, and data retention.
• Collaborate with Security and Compliance teams to enforce MFA, DLP, and access controls.
• Drive adoption and productivity through training, automation, and change management initiatives.

Azure Virtual Desktop (AVD)

• Oversee Azure Virtual Desktop and Cloud PC environments supporting hybrid and remote workforce needs.
• Manage image creation, scaling, performance optimization, and cost efficiency.
• Partner with Cloud and Security teams to ensure compliance with security and data governance policies.
• Monitor user experience, availability, and platform performance.

Mobile Device Management (MDM)

• Manage enterprise MDM platforms to ensure secure and compliant mobile device usage.
• Enforce encryption, access control, and security policies in partnership with Infrastructure Security teams.
• Oversee mobile device lifecycle management including enrollment, compliance, and decommissioning.
• Enable mobility and remote work strategies while maintaining strong security controls.

SCCM (System Center Configuration Manager)

• Oversee endpoint configuration management, software distribution, and patching via SCCM.
• Ensure compliance with corporate security baselines and policies.
• Coordinate with Infrastructure and Security teams to validate configurations and updates.
• Maintain accurate reporting for device health, patch compliance, and software inventory.

Printing Services

• Oversee global printing environments to ensure availability, security, and cost efficiency.
• Implement print management solutions supporting secure print release and data protection.
• Manage vendor relationships for hardware support and consumables.
• Ensure integration with identity and access management systems.

Audio & Video Conferencing (AVC)

• Ensure reliable AV and video conferencing solutions for hybrid collaboration environments.
• Partner with Facilities and Networking teams to standardize room technology and capacity planning.
• Support deployment, upgrades, and troubleshooting of conferencing platforms (e.g., Teams, Zoom).
• Maintain high availability and quality of experience for both in-person and remote users.

Skills & Competencies

• Strong people leadership with the ability to set vision, motivate teams, and drive accountability.
• Proven ability to partner with business stakeholders and articulate the value of IT services.
• Excellent communication and customer service skills across global and cross-functional teams.
• Deep expertise in Microsoft 365, digital workplace platforms, and end-user computing technologies.
• Strong understanding of IT infrastructure, device management, collaboration tools, and mobility solutions.
• Experience contributing to architecture reviews to ensure alignment with business, cost, and security objectives.
• Ability to develop and execute IT roadmaps that support scalability and reliability.
• Proven capability managing distributed teams, vendors, and outsourced service providers.
• Strategic, analytical, and results-oriented mindset with a continuous improvement focus.
• Resilient leader comfortable operating in a fast-paced, evolving environment.

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 15+ years of progressive IT experience, including at least 5 years in a leadership role managing global IT operations or digital workplace environments.
• Demonstrated success leading enterprise-scale ITSM and Service Desk transformations, including outsourced global Service Desk models.
• Minimum 2+ years of experience managing ServiceNow or equivalent ITSM platforms.
• Proven experience implementing and managing MDM, SCCM, AVD, and Microsoft 365 at enterprise scale.
• Strong background managing and securing public cloud environments (Azure preferred).
• Track record of improving user satisfaction, operational efficiency, and service performance.
• Strong vendor management experience, including contract negotiation and performance governance.
• Ability to work outside standard business hours as required.
• Relevant certifications (e.g., ITIL Foundation, Microsoft 365, Azure Administrator) preferred.