Director, Digital Workplace and End User Services

Director, Digital Workplace and End User Services

Location: Scottsdale, AZ (On-site/Hybrid)

Citizenship Requirement: . Citizen

Employment Type: Full-time

Reports To: CISO/VP Infrastructure

Team: Global Digital Workplace & End-User Services

Role Summary

We’re seeking a strategic, execution-focused Director, Digital Workplace to lead our global end‑user technology experience. This role owns the global helpdesk (insourced and outsourced), end-user IT experience across all services, and digital workplace engineering, including Microsoft 365 and adjacent productivity platforms. The ideal leader blends operational rigor with product thinking—driving measurable improvements in satisfaction, reliability, security, and productivity at scale. You will serve as a visible leader in IT with direct engagement across senior leadership and cross-functional stakeholders.

Key Responsibilities

Leadership & Strategy

- Define and execute the Digital Workplace strategy aligned to business goals, security standards, and employee experience benchmarks.

- Lead a global service desk across insourced and outsourced delivery models; drive consistency, quality, and continuous improvement globally.

- Own IT user experience (end-to-end) for all end-user services including endpoint, collaboration, identity, and core productivity platforms.

- Build and lead a Digital Workplace Engineering function responsible for Microsoft 365 (Exchange, Teams, SharePoint, OneDrive, Entra ID) and other productivity tools.

- Serve as a senior IT leader engaging with executive stakeholders, HR, Security, and business units to drive adoption, change management, and value realization.

- Lead and evangelize User Experience for all of IT ensuring user experience goals are consistently implemented and measured

Responsibilities:

Operations & Service Delivery

- Own 24x7 service operations and major incident response; establish SLA/OLA governance and runbooks.

- Oversee ITSM/ESM tooling for ticketing, knowledge, self-service, and automation.

- Manage endpoint engineering (Windows/macOS), patching, software distribution, and device compliance.

- Implement digital experience monitoring (DEX) and observability tools.

- Champion automation and self-service to reduce MTTR and improve user experience.

Platform & Security

- Govern tenant hygiene, licensing, feature lifecycle, and roadmaps for Microsoft 365 and complementary platforms.

- Partner with Security and Enterprise Architecture on endpoint security, identity, data protection, and Zero Trust models.

- Ensure compliance with regulatory, audit, and asset lifecycle requirements.

People & Vendor Management

- Lead and develop a diverse team of managers, engineers, and analysts.

- Manage MSPs and vendor partners; negotiate contracts and drive accountability.

- Establish a data-driven performance culture focused on experience, reliability, and business impact.

Required Qualifications

- 5+ years in a similar leadership capacity.

- Experience leading global helpdesk operations across insourced and outsourced models.

- Leadership of Microsoft 365 ecosystems.

- Expertise in endpoint management (Intune/ConfigMgr) and device compliance.

- Experience with ITSM platforms and SLA/incident processes.

- Strong senior stakeholder communication and influence.

- Bachelor’s degree or equivalent experience.

- . Citizenship required.

- Based in Scottsdale, AZ.

Preferred Qualifications

- Experience with DEX tooling and SLOs.

- Zero Trust and collaboration governance background.

- ITIL/Microsoft certifications.

- Automation experience (Power Platform, scripting).

- Experience in regulated or high-growth environments.

Success Metrics (First 12 Months)

- Improved CSAT/ESAT and digital experience scores.

- Reduced MTTR and ticket volume via automation and self-service.

- Increased endpoint compliance and patch currency.

- Improved Microsoft 365 adoption and governance.

- Strengthened FCR and knowledge reuse.

- Demonstrated cost-to-serve optimization.

Leadership Competencies

- Strategic, execution-focused leader.

- User-centric mindset.

- Data-driven with strong metrics discipline.

- Inclusive leader who builds high-performance teams.

Employment at onsemi is contingent on providing verification of work authorization and verification of . Person status (., . citizens, permanent residents, and other protected individuals under the Immigration and Naturalization Act, 8 . 1324b(a)(3)) or obtaining any necessary license for roles requiring access to hardware, software, services, or technical data controlled by . export control laws and regulations'

Equal Opportunity Statement

Onsemi is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.