Director, Digital Workplace and End User Services

Harvard Business Publishing; Boston (MA); On-site; 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, shifting from reactive ticketing to proactive, self-healing services powered by AI, automation, and platform engineering.

You'll build and guide a small, outcome-driven team, delivering measurable improvements in user experience, operational efficiency, and risk reduction, while partnering with Security and enabling zero-touch provisioning.

Qualifications

• 10+ years of IT experience, including 4+ years leading a customer support/help desk or end user function.
• Proven track record leading large-scale IT transformation initiatives with AI and automation.
• 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/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).
• 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

End-user support

AI / automation in IT

Intune

Azure AD

ITIL / ITSM

Power Platform

APIs / Graph REST

Telemetry & monitoring

Change management

Tools

Intune

Nexthink

Copilot Studio

Power Platform

Graph REST

Job description

Harvard Business Publishing (HBP) – the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone – including you!

The opportunity:

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.

What You’ll Do

• 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.

What You’ll Bring

• 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.

You’ll stand out if you have

• 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.

What we offer

As a mission-driven global company, Harvard Business Publishing is committed to fostering a culture of inclusion, trust, and engagement where everyone is welcome, valued, respected, and feels they belong. In addition to a competitive compensation and benefits package, we offer meaningful programs focused on career development and employee wellness, such as education reimbursement and early-release Summer Fridays!

HBP is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

$150,000 - $170,000

Above is the annualized pay range for this position. In addition, this position includes the opportunity to earn our annual Performance Based Variable Pay Program. Actual salary will be set based upon a range of factors, including external benchmark market data, individual knowledge, skills, experience, location and internal equity.