Director, End-User Operations

HNI•Davenport, IA

65d•Hybrid

About The Position

HNI Corporation is a global family of brands for the workplace and home dedicated to enhancing the spaces where we live, work, and gather. We pride ourselves on fostering an environment where we make a positive impact on others; upholding our beliefs in integrity, inclusion and belonging. The Director, End Computing Operations provides leadership and oversight for enterprise end-user technology, workplace collaboration platforms, and IT operations services. This role is accountable for delivering a seamless and reliable end-user experience across the corporation and its subsidiaries, ensuring that employees have the tools, support, and systems needed to be productive. The Director will drive adoption, stability, and innovation across collaboration platforms including our Microsoft 365 suite, including a broad array of tools such as Office 365, Microsoft Teams and SharePoint. They will also oversee deskside support teams also with outsource managed services for Service Desk, and Field Services. This role is a manager of managers and an on-site, hands-on leader who will work from our IT Center in Muscatine, IA four days a week (M-Th) and Friday virtually.). The ideal candidate for this role is a people-focused technology leader with a strong customer-service mindset who takes pride in delivering efficient, reliable, and seamless end-user experiences. They understand that end-user computing and collaboration tools are essential to productivity and engagement, and they approach their work with a sense of ownership and accountability for service excellence. This individual leads by example-mentoring and developing their team to embody the same commitment to responsiveness, quality, and user satisfaction that defines a world-class digital workplace.

Requirements

Bachelor's degree in Information Systems, Computer Science, or a related field; or equivalent experience.
10+ years of progressive experience in IT operations, end-user computing, or enterprise collaboration technologies.
5+ years of leadership experience managing IT teams and/or managed service providers.
Strong knowledge of Microsoft 365 collaboration tools (Teams, SharePoint, OneDrive, Outlook) and enterprise administration practices.
Hands-on experience with IT service management platforms (ServiceDesk strongly preferred).
Familiarity with infrastructure operations, NOC functions, and field service delivery models.
Demonstrated success in improving end-user experience through technology adoption and service delivery.
Strong leadership and team development skills.
Excellent communication and stakeholder engagement abilities.
Strategic mindset with ability to balance tactical execution.
Strong problem-solving, analytical, and decision-making skills.
Ability to measure and improve service delivery performance.
Vendor management and contract negotiation skills.
Customer-focused, with a passion for improving the employee experience.
Collaborative and adaptable, able to work across multiple IT and business teams.
Results-oriented with a strong sense of accountability.
Forward-thinking and innovative, keeping pace with evolving workplace technologies.

Nice To Haves

Master's degree in IT Management, Business Administration, or related discipline.
ITIL certification or other service management qualifications.
Experience managing vendor relationships and outsourced IT services.
Exposure to enterprise-scale environments with distributed locations and hybrid workforces.

Responsibilities

Lead the strategy, administration, and continuous improvement of Microsoft 365 services, including Teams, SharePoint, OneDrive, and related collaboration tools.
Partner with business units to understand end-user needs and translate them into improvements in digital workplace technologies.
Drive adoption of collaboration and productivity tools through communication, training, and change management.
Ensure governance, security, and compliance of M365 environments in partnership with IT security teams.
Oversee managed services for Service Desk, ensuring ticketing, workflow automation, and reporting meet business expectations.
Provide leadership for field services operations, ensuring reliable desktop, laptop, mobile, and conference room support across enterprise locations.
Monitor and continuously improve service delivery metrics, including incident resolution time, customer satisfaction, and first-call resolution rates.
Develop and implement support processes, documentation, and escalation pathways to enhance efficiency and consistency.
Provide oversight of Deskside support activities, including best in class end user satisfaction with experience and technology.
Partner with infrastructure and security teams to ensure uptime, stability, and continuity of enterprise systems and networks.
Contribute to disaster recovery planning and execution, ensuring resilient end-user computing operations.
Lead and develop a team of IT professionals and managed service providers, fostering a culture of accountability and service excellence.
Establish performance goals, provide coaching and feedback, and support professional development for direct and indirect reports.
Manage vendor relationships related to end-user computing, Service Desk, Field Services, and Datacenter NOC operations.
Develop and implement strategies for improving the digital workplace experience across the enterprise.
Stay informed on industry trends, workplace technologies, and best practices to proactively identify opportunities for innovation.
Track and report on operational performance, end-user satisfaction, and technology adoption metrics for senior leadership.
Support enterprise IT initiatives, including cloud adoption, security enhancement, and digital transformation programs.