Director, AI-First Digital Workplace & End User Services

HarperCollins Publishers; Town of Brighton (NY); Remote; USD 150,000 - 170,000; Full time

Job summary

Harvard Business Publishing seeks a Director of Digital Workplace and End User Management to redesign how employees experience technology, moving to proactive, AI-powered, self-healing services. You will lead a small, outcome-driven team and partner with Security to embed governance and risk controls.

You'll drive platform engineering across endpoint, identity, and workplace services, implement AI-first service desk capabilities, and scale automated workflows with telemetry and data-driven

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 implementing AI and automation in IT operations.
• Deep expertise in endpoint management (Intune), 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 (ticket volume, MTTR, endpoint health, UX scores).
• Extensive change management and cross-functional collaboration skills.

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 & mgmt

Intune endpoint mgmt

Azure AD identity

Automation & AI in IT ops

Power Platform & APIs

ITSM/ITIL

Telemetry/Observability

Stakeholder collaboration

Tools

Intune

Azure AD

Power Platform

APIs (Graph/REST)

Telemetry tools

SRE practices

Job description

Harvard Business Publishing seeks a Director of Digital Workplace and End User Management to redesign how employees experience technology, moving to proactive, AI-powered, self-healing services. You will lead a small, outcome-driven team and partner with Security to embed governance and risk controls.

You'll drive platform engineering across endpoint, identity, and workplace services, implement AI-first service desk capabilities, and scale automated workflows with telemetry and data-driven