Workplace Collaboration & End User Enablement Manager

We’re Watts. Together, we’re reimagining the future of water.

We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource.

What we do:

For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation — and we have a dynamic future ahead.​

Scope of Position

The Workplace Collaboration & End User Enablement Manager at Watts Water Technologies is responsible for the strategic direction, governance, and operational excellence of all end-user technologies and services. This includes global oversight of the Service Desk, Endpoint Management, Desktop Support, and Workplace Collaboration platforms.

This role ensures Watts employees have a secure, reliable, and productive technology experience through effective governance, vendor management, and continuous improvement. The manager defines standards, optimizes processes, and drives adoption of collaboration tools that enhance communication and productivity across the enterprise.

This role is based out of North Andover, MA and reports to the VP, IT Infrastructure & Operations.

This role leads a team of 12-15 direct reports.

Primary Job Duties and Responsibilities

• Provide leadership and oversight for Service Desk, Endpoint Management, and Desktop Support operations across all regions.
• Manage the outsourced vendor relationship for Level 1 and Level 2 support, ensuring SLA compliance, operational performance, and continuous improvement.
• Establish and maintain a governance framework for end-user technology, including service standards, SLAs, OLAs, and KPIs.
• Drive the strategic roadmap for workplace collaboration technologies, including Microsoft 365, Teams, Zoom, and related platforms.
• Oversee the endpoint management program, including device lifecycle management, patching, security compliance, and software deployment.
• Partner with Infrastructure, Security, and Enterprise Applications teams to ensure end-user and collaboration solutions align with Watts’ global IT strategy.
• Lead process improvement initiatives focused on automation, self-service, and first-contact resolution.
• Maintain and continuously improve the end-user service catalog and related documentation.
• Oversee change management and communications related to collaboration tools and end-user technologies.
• Conduct regular vendor performance reviews, using data and insights to drive accountability and service optimization.
• Develop and report on key performance metrics, highlighting trends, issues, and opportunities for improvement.
• Act as a champion for the end-user experience, ensuring IT delivers measurable business value through productivity and satisfaction.

Required Qualifications

• Bachelor’s degree in information technology, computer science, or related field.
• 8+ years of progressive experience in end-user services, IT operations, or collaboration technologies, with at least 3 years in a leadership role.
• Proven success managing outsourced service desk and desktop support vendors in a global or multi-site environment.
• Strong knowledge of ITIL frameworks, service governance, and performance management.
• Hands-on understanding of endpoint management tools (e.g., Intune, SCCM, JAMF).
• Experience leading initiatives around Microsoft 365, Teams, Zoom, or other collaboration platforms.
• Excellent communication, leadership, and stakeholder management skills.
• Travel: 30%

Preferred Qualifications

• Experience supporting dispersed or geographically distributed locations.
• Proven success managing global service delivery and vendor governance models.

General Applicable Company Competencies

• Commitment to Watts’ values of integrity, accountability, continuous improvement and innovation, and transparency.
• Punctuality and dependability.
• Ability to be flexible and adapt to changing work priorities and stressful conditions.
• Adherence to all personnel policies, procedures, and standards of process as implemented by Watts.
• Maintain productive and collaborative relationships with other Watts employees.
• Adherence to Watts’ seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.

Working Conditions

While performing the job duties, you will be working in an office environment. You will be required to work in the office at the North Andover, MA location three days per week (Monday – Wednesday) and can work remotely two days per week (Thursday and Friday).

Physical Requirements:

• Ability to remain seated at a desk or workstation for extended periods.
• Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
• Ability to physically move around the office, organize or transport files, packages, or other office-related materials.
• Ability to read documents, use a computer, and perform data entry tasks.
• Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.
• Ability to operate standard office equipment such as computers, printers, phones, and copiers.
• Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.
  

​​Pay Range:

The expected salary range for this position is $122,100-134,600 annually. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law.”

Nothing in this job description restricts Watts’ right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time. This position is “at will,” which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason.

#LI(Hybrid)

Watts in it for you:

• Competitive compensation based on your skills, qualifications and experience
• Comprehensive medical and dental coverage, retirement benefits
• Family building benefits, including paid maternity/paternity leave
• 10 paid holidays and Paid Time Off
• Continued professional development opportunities and educational reimbursement
• Additional perks such as fitness reimbursements and employee discount programs
• Learn more about our benefit offerings here:

How we work:

At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.

And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.