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.

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Associate Director - Digital Workplace & IT Operations