Director, Digital Workplace and End User Services

Harvard Business Publishing (HBP) is the leading destination for innovative management thinking, reaching lifelong learners to improve the practice of management in a changing world. This mission inspires us to unlock the leader in everyone.

About the role

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.

Responsibilities

• 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.

Requirements

• 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.

Preferred Qualifications

• 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.

Benefits

• Competitive compensation and benefits package.
• Education reimbursement.
• Early-release Summer Fridays.

Pay

$150,000 - $170,000 annualized base pay range, plus eligibility for an annual Performance Based Variable Pay Program. Actual salary will be set based on factors including external benchmark market data, individual knowledge, skills, experience, location, and internal equity.