Director, End-User Operations

HNI Corporation is a global family of brands for the workplace and home dedicated to enhancing the spaces where we live, work, and gather. We pride ourselves on fostering an environment where we make a positive impact on others; upholding our beliefs in integrity, inclusion and belonging.

The Director, End Computing Operations provides leadership and oversight for enterprise end‑user technology, workplace collaboration platforms, and IT operations services. This role is accountable for delivering a seamless and reliable end‑user experience across the corporation and its subsidiaries, ensuring that employees have the tools, support, and systems needed to be productive. The Director will drive adoption, stability, and innovation across collaboration platforms including our Microsoft 365 suite, Microsoft Teams, SharePoint, Office 365, and related tools.

They will also oversee deskside support teams and outsourced managed services for Service Desk and Field Services. This is a manager‑of‑managers role and an on‑site, hands‑on leader who will work from our IT Center in Muscatine, IA four days a week (M‑Th) and Friday virtually.

• Lead the strategy, administration, and continuous improvement of Microsoft 365 services, including Teams, SharePoint, One Drive, and related collaboration tools.
• Partner with business units to understand end‑user needs and translate them into improvements in digital workplace technologies.
• Drive adoption of collaboration and productivity tools through communication, training, and change management.
• Ensure governance, security, and compliance of M365 environments in partnership with IT security teams.

• Oversee managed services for Service Desk, ensuring ticketing, workflow automation, and reporting meet business expectations.
• Provide leadership for field services operations, ensuring reliable desktop, laptop, mobile, and conference room support across enterprise locations.
• Monitor and continuously improve service delivery metrics, including incident resolution time, customer satisfaction, and first‑call resolution rates.
• Develop and implement support processes, documentation, and escalation pathways to enhance efficiency and consistency.

• Provide oversight of deskside support activities, including best‑in‑class end‑user satisfaction with experience and technology.
• Partner with infrastructure and security teams to ensure uptime, stability, and continuity of enterprise systems and networks.
• Contribute to disaster recovery planning and execution, ensuring resilient end‑user computing operations.

• Lead and develop a team of IT professionals and managed service providers, fostering a culture of accountability and service excellence.
• Establish performance goals, provide coaching and feedback, and support professional development for direct and indirect reports.
• Manage vendor relationships related to end‑user computing, Service Desk, Field Services, and Datacenter NOC operations.

• Develop and implement strategies for improving the digital workplace experience across the enterprise.
• Stay informed on industry trends, workplace technologies, and best practices to proactively identify opportunities for innovation.
• Track and report on operational performance, end‑user satisfaction, and technology adoption metrics for senior leadership.
• Support enterprise IT initiatives, including cloud adoption, security enhancement, and digital transformation programs.

• Bachelor’s degree in Information Systems, Computer Science, or a related field; or equivalent experience.
• 10+ years of progressive experience in IT operations, end‑user computing, or enterprise collaboration technologies.
• 5+ years of leadership experience managing IT teams and/or managed service providers.
• Strong knowledge of Microsoft 365 collaboration tools (Teams, SharePoint, One Drive, Outlook) and enterprise administration practices.
• Hands‑on experience with IT service management platforms (Service Desk strongly preferred).
• Familiari…