Director, AI-Driven End User & Digital Workplace

Harvard Business School Publishing Corporation; Town of Brighton (WI); Remote; USD 150,000 - 170,000; Full time

Benefits offered by this job

Performance-based bonus program

Job summary

Harvard Business Publishing is seeking a Director, Digital Workplace and End User Management to redesign how employees experience technology—shifting from reactive ticketing to proactive, self-healing services powered by AI, automation, and platform engineering. You will lead a small, outcome-driven team and partner with Security to embed governance in automated workflows.

You’ll drive zero-touch provisioning, telemetry-based monitoring, and API-driven automation across identity and device

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 style and comfort 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.
• Familiarity with tools like Nexthink or similar endpoint analytics and digital experience monitoring platforms.

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

Digital transformation

Data-driven decisions

Change management

Cross-functional collaboration

ITIL/ITSM

Telemetry-based monitoring

Tools

Intune

MDM

Azure AD

Power Platform

APIs (Graph/REST)

Copilot Studio

Job description

Harvard Business Publishing is seeking a Director, Digital Workplace and End User Management to redesign how employees experience technology—shifting from reactive ticketing to proactive, self-healing services powered by AI, automation, and platform engineering. You will lead a small, outcome-driven team and partner with Security to embed governance in automated workflows.

You’ll drive zero-touch provisioning, telemetry-based monitoring, and API-driven automation across identity and device