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.

Director, Digital Workplace Services

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