Director, AI-Driven Digital Workplace & End User Services

Harvard Business School Publishing Corporation; Boston, Northern (MA, KY); Hybrid; USD 150,000 - 170,000; Full time

Benefits offered by this job

Education reimbursement

Summer Fridays

Performance-based bonus

Job summary

Harvard Business Publishing seeks an experienced leader to redesign the Digital Workplace and End User Management function in Boston. You will drive AI-first service desk capabilities, scalable endpoint management, and platform engineering across identity and device lifecycles to enable proactive, self-healing services.

You will partner with Security, lead a small team, and advance change management while delivering measurable improvements in user experience and operational efficiency.

Qualifications

• 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 AI and automation in IT operations.
• Deep expertise in endpoint management (Intune, MDM), identity (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 using metrics to guide priorities.
• Extensive change management and cross-functional collaboration skills.
• Experience with Copilot Studio, virtual agents, or AI-driven service desk platforms.
• Background in platform engineering or SRE practices applied to end user computing.

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.

Skills

IT leadership

End user support

AI and automation

Azure AD

Intune

Power Platform

APIs (Graph/REST)

ITSM/ITIL

Telemetry/Monitoring

Security collaboration

Tools

Intune

Nexthink

Copilot Studio

Job description

Harvard Business Publishing seeks an experienced leader to redesign the Digital Workplace and End User Management function in Boston. You will drive AI-first service desk capabilities, scalable endpoint management, and platform engineering across identity and device lifecycles to enable proactive, self-healing services.

You will partner with Security, lead a small team, and advance change management while delivering measurable improvements in user experience and operational efficiency.