Director, Digital Workplace

NBME•Philadelphia, PA

1d•$163,092 - $203,865•Remote

About The Position

NBME is seeking a collaborative and service-oriented leader to lead the Digital Workplace function and oversee employee-facing technology services, including IT customer service, end-user services, device lifecycle management, productivity and collaboration platforms, workplace communications, training, and technology adoption. In this role, you will oversee day-to-day employee-facing technology support, including service desk operations, end-user support, productivity tools, collaboration platforms, and workplace technology adoption. You will partner across technology, security, communications, HR, and business teams to strengthen support models, improve service responsiveness, and develop roadmaps that enhance the employee technology experience. This is an opportunity to shape how people across NBME engage with the tools, services, and support they need to do their best work. This role has been designated as primarily remote, meaning it requires little to no onsite attendance. While this role can be designated as remote, you are offered the flexibility to select if you prefer to work primarily remotely, hybrid, or onsite. We're open to considering candidates within 50 miles of our office location in Philadelphia, PA. Please note that onsite interviews and onboarding at our Philadelphia office may be required for this role. If applicable, advance notice will be provided to support planning. At NBME, we continue to innovate and improve how we fulfill the evolving needs of the healthcare community. This commitment starts and ends with the people at NBME. By recruiting and empowering talented individuals from various disciplines and backgrounds, which includes professionals with diverse life experiences, abilities, and perspectives, NBME can take a well-informed, robust approach to advancing medical education and assessment for years to come.

Requirements

Advanced knowledge of end-user technology services, service desk leadership, collaboration and productivity platforms, M365, communications, training, adoption, support process design, and employee technology enablement.
10+ years of relevant experience in end-user technology, IT customer service, endpoint services, collaboration and productivity platforms, service management, or a related technology field, including demonstrated leadership and experience managing technical or service teams or managers.
Bachelor's degree or equivalent experience.

Nice To Haves

An advanced degree may be preferred.
ITIL, Microsoft 365, ServiceNow, change/adoption, collaboration platform or other relevant workplace technology certifications.

Responsibilities

Leads day-to-day digital workplace services including service desk, end-user support, device-related services, and productivity tool support.
Owns collaboration and workplace platform delivery for tools such as M365, messaging, conferencing, and content collaboration services.
Drives user support, service responsiveness, and issue resolution across employee-facing technology services.
Leads communications, training, and adoption activities to improve user readiness and effective use of workplace technologies.
Develops and executes roadmaps for digital workplace capabilities, support models, and employee productivity improvements.
Partners with infrastructure engineering, technology operations, corporate applications, security, communications, HR, and business teams to align workplace services to user and business needs.
Establishes service standards, support processes, knowledge content, and performance expectations for employee-facing services.
Leads and develops managers, support leaders, trainers, and workplace technology staff, establishing clear priorities, accountability, and performance expectations.
Manages workplace technology vendors, licensing, budget inputs, and service, adoption, and performance metrics.