Director, Digital Workplace and 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 (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.

We connect striving leaders with innovative ideas, practical tools, and plenty of inspiration. Our team puts new practices and ideas in the hands of leaders so they can be better every day. People engage with us through our books, articles, case studies, learning programs, leadership development, digital tools, podcasts, videos, and more. Every day, we reach thousands of organizations and millions of professionals, educators, students, and followers across the globe.

Get to Know Us

Three businesses. One team. Enterprise or market group role, you’ll collaborate on a broad scale. Harvard Business Publishing Corporate Learning Harvard Business Publishing Education Harvard Business Review Group.

We are a global, dynamic organization with a culture that is anchored in high standards, integrity, and respect for all. Our vision is a future where everyone recognizes, values, and leverages diversity and inclusivity—in all forms—to create and nourish work environments where all employees can thrive, and we benefit from the power of difference. We are constantly discovering-new markets, new technologies, and media platforms, new groundbreaking ideas.

At Harvard Business Publishing, our people are intellectually curious and excited about their work. Explore our benefits and more.