Workplace Collaboration & End User Enablement Manager

Watts Water Technologies•North Andover, MA

27d•Hybrid

About The Position

The Workplace Collaboration & End User Enablement Manager at Watts Water Technologies is responsible for the strategic direction, governance, and operational excellence of all end-user technologies and services. This includes global oversight of the Service Desk, Endpoint Management, Desktop Support, and Workplace Collaboration platforms. This role ensures Watts employees have a secure, reliable, and productive technology experience through effective governance, vendor management, and continuous improvement. The manager defines standards, optimizes processes, and drives adoption of collaboration tools that enhance communication and productivity across the enterprise. This role is based out of North Andover, MA and reports to the VP, IT Infrastructure & Operations. This role leads a team of 12-15 direct reports.

Requirements

Bachelor’s degree in information technology, computer science, or related field.
8+ years of progressive experience in end-user services, IT operations, or collaboration technologies, with at least 3 years in a leadership role.
Proven success managing outsourced service desk and desktop support vendors in a global or multi-site environment.
Strong knowledge of ITIL frameworks, service governance, and performance management.
Hands-on understanding of endpoint management tools (e.g., Intune, SCCM, JAMF).
Experience leading initiatives around Microsoft 365, Teams, Zoom, or other collaboration platforms.
Excellent communication, leadership, and stakeholder management skills.

Nice To Haves

Experience supporting dispersed or geographically distributed locations.
Proven success managing global service delivery and vendor governance models.
Commitment to Watts’ values of integrity, accountability, continuous improvement and innovation, and transparency.
Punctuality and dependability.
Ability to be flexible and adapt to changing work priorities and stressful conditions.
Adherence to all personnel policies, procedures, and standards of process as implemented by Watts.
Maintain productive and collaborative relationships with other Watts employees.
Adherence to Watts’ seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.

Responsibilities

Provide leadership and oversight for Service Desk, Endpoint Management, and Desktop Support operations across all regions.
Manage the outsourced vendor relationship for Level 1 and Level 2 support, ensuring SLA compliance, operational performance, and continuous improvement.
Establish and maintain a governance framework for end-user technology, including service standards, SLAs, OLAs, and KPIs.
Drive the strategic roadmap for workplace collaboration technologies, including Microsoft 365, Teams, Zoom, and related platforms.
Oversee the endpoint management program, including device lifecycle management, patching, security compliance, and software deployment.
Partner with Infrastructure, Security, and Enterprise Applications teams to ensure end-user and collaboration solutions align with Watts’ global IT strategy.
Lead process improvement initiatives focused on automation, self-service, and first-contact resolution.
Maintain and continuously improve the end-user service catalog and related documentation.
Oversee change management and communications related to collaboration tools and end-user technologies.
Conduct regular vendor performance reviews, using data and insights to drive accountability and service optimization.
Develop and report on key performance metrics, highlighting trends, issues, and opportunities for improvement.
Act as a champion for the end-user experience, ensuring IT delivers measurable business value through productivity and satisfaction.