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 areat 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 aquality reputation - and we have a dynamic future ahead.

The Workplace Collaboration & End User Enablement Managerat 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 agovernance 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 theend-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 onkey performance metrics, highlighting trends, issues, and opportunities for improvement.
• Act as achampion 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 inend-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 ofITIL 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,…