Associate Director Digital Workplace and IT Operations

Requisition

Job Title:

Associate Director Digital Workplace and IT Operations

Job Country:
United States (US)

Avanos Medical is a medical device company focused on delivering clinically superior breakthrough solutions that help patients return to the things that matter. With headquarters in Alpharetta, Georgia, we develop, manufacture and market products in more than 90 countries and are listed on the NYSE under the ticker AVNS.

The Associate Director of Digital Workplace and IT Operations directs the strategy, execution, and continuous improvement of Avanos’s digital workplace ecosystem. The role delivers modern, reliable, and secure end‑user technology services that enhance employee productivity and collaboration across global offices and manufacturing locations, supporting cloud‑first workplace strategies. The Associate Director oversees Service Desk, ITSM, O365, AVD, MDM, SCCM, and related services while partnering with Networking, Active Directory, and Infrastructure Security teams to ensure operational excellence, compliance, and business continuity.

This position reports to the Director, IT Operations and Applications Support.

• Oversee the ITSM framework and align it with ITIL best practices.
• Continuously improve incident, problem, change, and request management processes.
• Define and monitor KPIs to measure service quality, performance, and end‑user satisfaction.
• Ensure CMDB accuracy and reliability by setting governance standards, overseeing maintenance activities, and reviewing data integrity reports.
• Drive automation and self‑service capabilities to improve operational efficiency and responsiveness.

• Lead global IT Service Desk operations to provide high‑quality, responsive support for all end users.
• Ensure compliance with SLAs and consistent escalation to L2/L3 support teams.
• Drive improvements in ticket deflection, self‑service, and knowledge base usage.
• Oversee performance dashboards to track first‑contact resolution, customer satisfaction, and MTTR metrics.

• Lead site IT operations to ensure consistent end‑user experience across offices and manufacturing locations.
• Coordinate with regional and global support resources to maintain local infrastructure readiness.
• Work closely with Networking, Active Directory, and Infrastructure Security teams to resolve site‑level connectivity or access issues.
• Ensure physical asset management, incident response, and escalation processes are efficient and aligned with global standards.

• Manage and optimize the Microsoft 365 platform, ensuring reliable access to collaboration tools (Exchange, Teams, SharePoint, One Drive).
• Implement governance and lifecycle management for O365 groups, licensing, and data retention.
• Collaborate with Security and Compliance teams to enforce DLP, MFA, and access controls.
• Promote adoption through training, automation, and productivity improvement initiatives.

• Oversee Azure Virtual Desktop and Cloud PC operations for remote and hybrid workforce enablement.
• Manage image creation, scaling, and optimization in coordination with Cloud and Security teams.
• Monitor performance, cost efficiency, and user experience of AVD environments.
• Ensure compliance with security and data governance policies for virtual workspace access.

• Manage the enterprise MDM platform to ensure secure and compliant use of mobile devices.
• Partner with Infrastructure Security and Networking teams to enforce access controls and encryption policies.
• Implement mobile lifecycle management, including enrollment, policy enforcement, and decommissioning.
• Develop strategies for improving mobility and remote work enablement while maintaining device security.

• Oversee configuration management, software distribution, and patch deployment across all endpoints using SCCM.
• Maintain compliance with security baselines and corporate policies through effective SCCM configuration and automation.
• Coordinate with Infrastructure and Security teams to ensure updates and configurations…