Director of Digital Workplace Services - Hybrid (Atlanta, GA)

No other company in our industry is supercharging the way they work and serve their clients like OneDigital. Fresh thinking has always been the core of OneDigital’s vision and growth strategy. It’s how we stand out in our industry, it’s how we stay competitive and resilient in a changing world. Most importantly, our innovative approach is helping more people do their best work and live their best lives. Innovation fuels our employee experience by making it easier to do your best work anytime, anywhere and from any device. And our tech-based products for clients are a game changer in our industry. If you thrive on change and innovation, OneDigital is the career choice for you.

Our Newest Opportunity: 

The Director, Digital Workplace Services is responsible for developing the overall strategic vision and maintaining the daily operations of all IT digital workplace operations at OneDigital which include the global IT Service Desk and Computer Cafe, global desktop support, ITSM governance and Microsoft O365 platform within the OneDigital environment.   

Reporting to the VP, IT Infrastructure, Security & Operations, this position will be accountable for supporting the OneDigital organization in all Digital Workplace support requirements.  This position will include management responsibilities for an IT team ensuring that IT Service Delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. 

The position requires a deep commitment to end-user satisfaction and customer focus, strong leadership skills, and experience in developing and driving process improvements. Effective management and advancement of all customer service first-level responses, onboarding, end-user service requests and end-user computing issues company-wide will be critical to the success of this highly visible and critical role.    

Essential Duties and Responsibilities:

Principal Accountabilities

• Develop overall strategic vision for the Global Digital Workplace Services team including ITSM, service desk, and end user computing inclusive of the 0365-product strategy.
• Provide Senior Manager leadership to the organization by providing a robust, configurable, easy to use Service Desk process to meet OneDigital ITSM requirements.
• Serve as a point of escalation for customers and team members for troubleshooting of technical issues
• Additional responsibilities will include collaborating with business stakeholders and outsourced vendors to ensure ServiceNow/Service Desk environments meet business requirements.
• Ensure IT service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented
• Establish and manage vendor and external supplier relationships, to ensure appropriate delivery of services
• Deliver measurable results through collaboration in a matrix environment and by leading employee’s and/or vendor partner resources
• Partner with IT leaders to drive continuous improvements in IT Service Delivery, operational quality, and performance.
• Ensure best practices and process frameworks are in line with ITIL, to drive continual process improvement – this includes Incident Management, Change Management and Problem Management.
• Participate in Change Management on the Change Approval Board (CAB) to assure that all change requests are properly vetted and approved.
• Identify and develop efficiency opportunities, being able to effectively communicate the role and value of Digital Workplace and to present effectively strategic directions and business cases for technology investments.
• Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management
• Lead in the resolution of all audit issues pertaining to Digital Workplace Services
• Serve as key point of contact for all matters related to the IT Service Desk, including implementation of IT Service Desk strategy and initiatives, client and/ or account team escalations, IT Service Desk reporting, IT Service Desk productivity, and IT Service Desk hours of coverage
• Develop and analyze daily, weekly, and monthly reports and statistics on IT Service Desk team’s productivity
• Build relationships with business partners to ensure end user services and productivity goals are understood and exceeded
• Administer the creation and maintenance of service level agreements that are reported from ServiceNow
• Manage and report on key service level Metrics to measure the overall effectiveness of IT operations while tracking delivery of quality customer service
• Contribute to improving customer support by actively responding to queries and following through on complaints.
• Ensure IT Asset Management controls and processes are adhered to
• Manage all resources assigned to Digital Workplace services Staff Augmented team using the OneDigital performance standards while demonstrating OneDigital Behaviors
• Deliver all Digital workplace Service projects on time, with quality deliverables and operate within budget
• Develop Digital workplace services department goals, objectives, and budgets
• Engage in the technology procurement process for purchases of new hardware and software
• Stay abreast of trends in End User Support, management, technologies, policies, procedures, and other external changes that could have an impact (positively or negatively) on IT services

Qualifications, Skills and Requirements:

• Bachelor’s degree in related field (Business, Computer Science, Information Systems).

• 10-15+ years overall information technology experience with:
  • at least 5+ years managing an IT Service Desk (insourced or outsourced) in a mid to large size organization – Required,
  • at least 2+ years working with ServiceNow, or similar ITSM tool, in a mid to large size organization – Required and
  • at least 5+ years demonstrated success supporting, and maintaining remote end user services Required

Education, Training and Experience:

• Deep understanding of desktop systems, tools including Office 365 product suite
• End-to-end understanding of capabilities in the Digital Workplace area.
• Strong knowledge of the digital workplace product landscape and underlying IT solutions (Cloud office O365, file sharing and collaboration solutions, telephony, conferencing, and mobility).
• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team
• An ability to think critically about systems and adjust as needed
• Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process
• Proven experience of change management and the ability to qualitatively introduce updates to the technology operating environment
• A thorough understanding of long-range planning for the service desk and the ability to set the long-term direction of the teams 
• The ability to manage time effectively while setting the tone of the team through modeling and leadership.
• Understanding of operations & technologies, such as hardware deployment, hardware planning in operations, data analysis/metrics for performance management, and forecasting.
• Conducting and sharing results from service and operation performance reviews.
• Being aware of and managing the costs of running the service desks.
• ITIL certification, a plus
• Experience in managing IT budgets
• Excellent interpersonal and communications skills and proven ability to work effectively with all organization levels
• Proven ability to create communication plans, readiness assessments and risk assessments for management
• Basic expertise in product management and implementation of agile/ scrum methods.
• Requires knowledge across multiple business and technical environments, covering a large range of business functions and capabilities
• Strong strategic skills supported by the ability to think outside the box
• Prefer demonstrated experience in resolving complex technical and commercial issues in a fact-based way that produces results quickly and maintains relationships
• Ability to build effective working relationships with the Business, Technology, and Vendor Partner leaders
• Possess excellent verbal/written communication and negotiation skills
• Tenacious, resilient, and flexible leader able to lead effectively in a demanding, dynamic environment is a plus
• Self-motivated and driven to identify and deliver appropriate solutions

The typical base pay range for this role nationwide is $150,000 to $170,000 per year.

Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.

To learn more, visit: www.onedigital.com/careers

OneDigital is an equal opportunity employer. Not only as a matter of standard, but to honor and celebrate our differences. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us. Ensuring our people feel seen, valued, respected, and supported is fundamental to our core values and business goals.

OneDigital provides equal employment opportunities to all employees and applicants for employment regardless of their: veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics) or any other category protected by federal, state or local law (collectively, “protected characteristics”). A copy of the Federal EEO poster is linked here.

Pursuant to local Fair Chance Ordinances, we will consider qualified applications with arrest or conviction records for employment. For applicable candidates, the following ordinances are linked here to inform you of your rights as an applicant:

City and County of San Francsico

City of Los Angeles

County of Los Angeles

Employment decisions shall comply with all other applicable federal, state and city/county laws prohibiting discrimination in employment. OneDigital complies with all criminal history inquiry [or ‘ban the box’] laws in California, Connecticut, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New Mexico, Oregon, Rhode Island, Vermont and Washington.

In short, we believe in hiring the most qualified applicant for the position, regardless of background.

If you have questions about our hiring policies and practices, we would be happy to discuss upon receiving your application. We hope to welcome you to OneDigital and look forward to hearing from you.

OneDigital understands the immense responsibility and opportunities provided by Artificial Intelligence. We utilize advanced Artificial Intelligence [AI] technologies to enhance our recruitment process. This includes using AI to filter candidates based on their qualifications and to rediscover potential candidates from our existing applicant pool. Our AI systems help us efficiently identify the best fit for our open positions, ensuring a streamlined and effective hiring experience. However, AI does not replace the humans in our process. If you have concerns about our use of AI, you may opt out where laws allow.

Thank you for your interest in joining the OneDigital team!