Head of AI-Driven Digital Workplace & 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 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.