Director of Workplace Technology

What You'll Do

You will act as the senior leader and worldwide head of Workplace Technology. This role blends end-user experience, operational performance, and long-term technology planning for the whole organization.

Define and uphold the company-wide vision for Workplace Technology — covering Global Helpdesk, on-site support, AV Engineering, Hardware and Software Asset Management, and Client Engineering.

• Define service standards, platform principles, and reusable operational frameworks that guide our technology roadmap with a grounded, iterative approach balancing near-term delivery with long-term scalability.
• Identifies and leads opportunities to transition Workplace Technology services into a global delivery model, using automation to rationalize and simplify service delivery before ingestion. Will partner with peers to ensure streamlined, automation-native services are brought into the broader structure across Hasbro and Wizards of the Coast.

SUPPORT GLOBAL HELPDESK ALONGSIDE LOCAL SERVICE DESK OPERATIONS

• Lead executive oversight of 24/7 Global Helpdesk operations spanning all time zones and regions, owning SLA/SLO frameworks and ensuring teams meet standards for ticket resolution time, first-contact resolution, and customer happiness.
• Champion a shift-left support model that drives self-service adoption and reduces ticket volume through automation, knowledge management, and proactive user enablement.

OWN AV ENGINEERING & ON-SITE SUPPORT

• Coordinate the development, deployment, and lifecycle management of enterprise Audio/Visual systems. This includes conference rooms, all-hands venues, digital signage, and hybrid meeting infrastructure. Define global AV standards to ensure a consistent employee experience.
• Partner with Facilities and Real Estate on office build-outs and technology refresh projects, ensuring on-site support teams deliver white-glove service at every physical location.

MANAGE HARDWARE & SOFTWARE ASSET ADMINISTRATION

• Run the entire lifecycle of hardware assets at all international sites and take charge of the software asset management program. This includes ensuring license compliance, tracking entitlements, and handling vendor contracts. Maintain audit readiness continuously!
• Drive cost optimization by identifying license duplication and rightsizing agreements, collaborating with Security, Legal, and Finance to govern SaaS procurement and shadow IT risk.

CHAMPION CLIENT ENGINEERING

• Lead the Client Engineering function responsible for endpoint management strategy, device provisioning, configuration management, and OS/application lifecycle across Windows, macOS, and mobile platforms.
• Drive automation of device provisioning workflows to support rapid onboarding at scale, while partnering with Information Security to ensure endpoints meet compliance, patching, and security posture requirements.

BUILD BRIDGES ACROSS THE ORGANIZATION

• Serve as the connective tissue between Workplace Technology and the broader business — partnering with HR, Facilities, Finance, Security, and executive leadership to build a shared technology roadmap.
• Recruit, develop, and retain a high-performing distributed team; cultivate a culture of accountability, continuous improvement, and customer-centricity across all functions and geographies.

What You'll Bring

• 10+ years of dynamic IT experience, with at least 5 years in a senior leadership role leading global or multi-regional teams
• Demonstrated success leading Helpdesk, Service Desk, or End-User Computing functions at enterprise scale (5,000+ end users)
• Extensive knowledge in at least two of the following areas: ITSM/ITIL, endpoint management, AV systems, hardware/software asset management
• Demonstrated ability to lead geographically dispersed teams across multiple regions and cultures
• A background in ITAM/SAM tools and processes
• Experience with modern endpoint management platforms (Microsoft Intune, Jamf, SCCM, or equivalent)
• Track record of defining and meeting SLAs, handling customer issues, and driving measurable improvements in service quality
• Communicating effectively with audiences from hands-on technicians to VP/CTO-level collaborators is required. You must have the credibility to produce a multi-year technology roadmap that people use.
• Demonstrated experience applying automation, AI tooling, or intelligent workflows to reduce operational toil in service desk, endpoint management, or asset administration functions with a bias toward building leverage into the team rather than scaling through headcount.
• Strong financial competence with experience owning and managing multi-million dollar budgets

Nice to Have

• Bachelor's degree or equivalent experience in Information Technology, Computer Science, Business, or a related field (Master's degree or equivalent experience a plus)
• ITIL v4 Foundation certification or higher
• Experience in a high-growth, global technology or enterprise environment
• Familiarity with enterprise procurement, vendor negotiation, and contract lifecycle management
• Exposure to hybrid workplace build, smart building technology, or digital employee experience (DEX) platforms or comparable experience
• External community presence — industry working groups, published writing, conference participation, or similar