> Markdown version of [/jobs/ext/2068212-director-digital-workplace-and-end-user-services](https://www.wearedevelopers.com/jobs/ext/2068212-director-digital-workplace-and-end-user-services). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director, Digital Workplace and End User Services - **Company:** Harvard Business Publishing - **Location:** Boston, MA, United States - **Experience:** Expert - **Salary:** $150,000.0 - $170,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Identity and Access Management, Information Technology Operations, Azure Active Directory, Site Reliability Engineering Practices, Mttr, Microsoft InTune, Event Driven Architecture, Information Technology, Virtual Agents, Api Design, User Administration - **Published:** August 15, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/88046942/1 ## About the Role * 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. ## 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. ## Related Videos - [The AI-Fluent Team: A Playbook for Driving Enterprise AI Transformation](https://www.wearedevelopers.com/videos/100068-the-ai-fluent-team-a-playbook-for-driving-enterprise-ai-transformation) - [API Design - Getting Started](https://www.wearedevelopers.com/videos/33-api-design-getting-started) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [Guiding Agentic AI with Vue](https://www.wearedevelopers.com/videos/2033-guiding-agentic-ai-with-vue) - [Rest API Antipatterns](https://www.wearedevelopers.com/videos/100208-rest-api-antipatterns) - [How to Stop Your Agents From Going Rogue - Arnav Gupta](https://www.wearedevelopers.com/videos/2152-how-to-stop-your-agents-from-going-rogue-arnav-gupta) ## Related Articles - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Why developer experience matters](https://www.wearedevelopers.com/magazine/514-why-developer-experience-matters) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [What is Agentic Programming and Why Should Developers Care?](https://www.wearedevelopers.com/magazine/625-what-is-agentic-programming-and-why-should-developers-care) - [Stephan Gillich - Bringing AI Everywhere](https://www.wearedevelopers.com/magazine/489-stephan-gillich-bringing-ai-everywhere)