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Avanos Medical · 1 day ago

Associate Director Digital Workplace and IT Operations

Atlanta Metro

Full-time

Onsite

Lead/Staff, Director/Executive

10+ years exp

Avanos Medical is a medical device company focused on delivering innovative healthcare solutions. The Associate Director of Digital Workplace and IT Operations will drive the strategy and execution of the digital workplace ecosystem, ensuring reliable end-user technology services that enhance productivity and collaboration across global offices.

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Responsibilities

Oversee the ITSM framework and ensure alignment 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, OneDrive)

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 meet compliance standards

Ensure reporting accuracy for device health, patch compliance, and software inventory

Oversee management of global printing environments, ensuring device uptime and security

Implement print management solutions to optimize cost, availability, and data protection

Coordinate with vendors for hardware maintenance and consumables replenishment

Ensure secure print release and integration with identity and access systems (Active Directory, badge authentication, etc.)

Ensure reliable AV/VC systems for conference rooms and hybrid collaboration environments

Partner with Facilities and Networking teams to optimize AV infrastructure, room standards, and capacity planning

Support deployment, upgrades, and troubleshooting of conferencing platforms (Teams, Zoom, etc.)

Maintain high availability and quality of experience for in-person and remote participants

Qualification

ITSMO365SCCMAVDMDMAzureServiceNowLeadershipAnalytical SkillsVendor ManagementCoachingCommunicationCollaboration

Required

Bachelor's degree in Computer Science, Information Technology, or a related field

10-15 years of progressive IT experience, including at least 5 years in a leadership capacity managing global IT operations and digital workplace environments

Proven success leading enterprise-scale ITSM and Service Desk transformations, with oversight of outsourced global Service Desk functions

Minimum 2+ years of experience managing ServiceNow or equivalent ITSM platforms

Demonstrated success in implementing and managing enterprise MDM, SCCM, AVD, and O365 environments

Extensive background in managing and securing IT environments within public cloud platforms (Azure preferred)

Strong record of delivering technology-driven improvements in user satisfaction, cost efficiency, and service performance

Ability to resolve complex technical and business challenges in a fact-based, results-oriented manner while maintaining strong stakeholder relationships

Excellent communication, leadership, and negotiation skills with demonstrated cross-functional collaboration

Proven capability managing multiple on-site, off-site, and vendor-sourced service teams

Experience in vendor management, including contract negotiations, performance governance, and relationship oversight

Flexibility to work outside standard business hours, including weekends, nights, and holidays as required