Associate Director – Digital Workplace & IT Operations

• Location:
  
  Alpharetta, GA
• Country:
  United States
• Total experience : 15 yrs

The Associate Director of Digital Workplace & IT Operations is responsible for defining and executing the strategy, delivery, and continuous improvement of Avanos’s global digital workplace ecosystem. This role ensures modern, reliable, secure, and scalable end-user technology services that enhance employee productivity and collaboration across corporate offices and manufacturing locations.

As a key leader in Avanos’s digital transformation, this role enables cloud-first workplace strategies and seamless user experiences. The Associate Director oversees global Service Desk operations and end-user computing platforms including ITSM, Microsoft 365, Azure Virtual Desktop (AVD), Mobile Device Management (MDM), SCCM, printing, and audio/video collaboration services. This role partners closely with Networking, Active Directory, Infrastructure, and Security teams to ensure operational excellence, compliance, and business continuity.

• Lead and govern the ITSM framework aligned with ITIL best practices.
• Continuously improve incident, problem, change, and request management processes.
• Define, monitor, and report KPIs to measure service quality, performance, and end‑user satisfaction.
• Ensure CMDB accuracy through strong governance, ongoing maintenance, and data integrity reviews.
• Drive automation, self‑service, and workflow optimization to improve efficiency and responsiveness.

• Lead global Service Desk operations to deliver consistent, high‑quality end‑user support.
• Ensure adherence to SLAs and effective escalation to L2/L3 support teams.
• Increase ticket deflection through knowledge management, self‑service, and automation initiatives.
• Oversee operational dashboards tracking first‑contact resolution, MTTR, and customer satisfaction.

• Oversee site‑level IT operations to ensure a consistent end‑user experience across all locations.
• Coordinate with regional and global teams to maintain infrastructure readiness and responsiveness.
• Partner with Networking, Active Directory, and Security teams to resolve connectivity and access issues.
• Ensure effective physical asset management, incident response, and escalation processes.

• Manage and optimize the Microsoft 365 platform, including Exchange, Teams, SharePoint, and One Drive.
• Establish governance for licensing, groups, lifecycle management, and data retention.
• Collaborate with Security and Compliance teams to enforce MFA, DLP, and access controls.
• Drive adoption and productivity through training, automation, and change management initiatives.

• Oversee Azure Virtual Desktop and Cloud PC environments supporting hybrid and remote workforce needs.
• Manage image creation, scaling, performance optimization, and cost efficiency.
• Partner with Cloud and Security teams to ensure compliance with security and data governance policies.
• Monitor user experience, availability, and platform performance.

• Manage enterprise MDM platforms to ensure secure and compliant mobile device usage.
• Enforce encryption, access control, and security policies in partnership with Infrastructure Security teams.
• Oversee mobile device lifecycle management including enrollment, compliance, and decommissioning.
• Enable mobility and remote work strategies while maintaining strong security controls.

• Oversee endpoint configuration management, software distribution, and patching via SCCM.
• Ensure compliance with corporate security baselines and policies.
• Coordinate with Infrastructure and Security teams to validate configurations and updates.
• Maintain accurate reporting for device health, patch compliance, and software inventory.

• Oversee global printing environments to ensure availability, security, and cost efficiency.
• Implement print management solutions supporting secure print release and data protection.
• Manage vendor relationships for hardware support and consumables.
• Ensure integration with identity and access management…