Director, IT Support Desk

Job Description

Job Description

Director, Digital Workplace Services (IT Support Desk)

Full-Time | Hybrid | Atlanta, GA (East Cobb near The Battery)

Overview :

We're seeking a dynamic Director of Digital Workplace Services to lead the strategy, operations, and continuous improvement of our global end-user technology ecosystem. Reporting to the VP, IT Infrastructure & Operations , this role oversees all aspects of digital workplace operations - including the Global IT Service Desk and Computer Café, desktop support, IT asset management, and Microsoft 365 / Active Directory platforms.

This highly visible leadership position will shape the organization's digital workplace strategy, drive service excellence, and ensure a superior end-user experience across the enterprise.

Key Responsibilities :

Strategy & Leadership

Develop and execute the strategic vision for global Digital Workplace Services, including the service desk, end-user computing, and Office 365 product strategy.

Lead and mentor a global IT operations team to ensure effective service delivery, collaboration, and continuous improvement.

Define goals, objectives, and budgets for Digital Workplace Services aligned with organizational priorities.

Operations Management

Oversee lifecycle management of IT software and hardware assets to ensure compliance, utilization, and alignment with digital workplace strategy.

Ensure IT service delivery is monitored effectively and continuously improved through proactive action planning and process optimization.

Serve as a point of escalation for complex end-user issues and drive timely resolution.

Partner with IT and business leaders to enhance operational quality, performance, and customer satisfaction.

Governance & Process Improvement

Lead service delivery governance and incident, problem, and change management processes (including participation on the Change Approval Board).

Identify efficiency opportunities and develop business cases for digital workplace technology investments.

Oversee audits and ensure all compliance requirements are met for Digital Workplace Services.

Track and report key service level metrics and performance analytics to measure and improve IT operations effectiveness.

Vendor & Stakeholder Management

Manage vendor and supplier relationships to ensure quality and cost-effective delivery of services.

Build and maintain strong relationships with business partners to