Associate Director Digital Workplace and IT Operations

Requisition ID:6845

Job Title:Associate Director Digital Workplace and IT Operations

Job Country:United States (US)

Here at Avanos Medical, we passionately believe in three things:

• Making a difference in our products, services and offers, never ceasing to fight for groundbreaking solutions in everything we do;
• Making a difference in how we work and collaborate, constantly nurturing our nimble culture of innovation;
• Having an impact on the healthcare challenges we all face, and the lives of people and communities around the world.

At Avanos you will find an environment that strives to be independent and different, one that supports and inspires you to excel and to help change what medical devices can deliver, now and in the future.

Avanos is a medical device company focused on delivering clinically superior breakthrough solutions that will help patients get back to the things that matter.We are committed to creating the next generation of innovative healthcare solutions which will address our most important healthcare needs, such as reducing the use of opioids while helping patients move from surgery to recovery. Headquartered in Alpharetta, Georgia, we develop, manufacture and market recognized brands in more than 90 countries. Avanos Medical is traded on the New York Stock Exchange under the ticker symbol AVNS. For more information, visit www.avanos.com.

Role Overview

The Associate Director of Digital Workplace and IT Operations is responsible for driving the strategy, execution, and continuous improvement of Avanos's digital workplace ecosystem. This role ensures the delivery of modern, reliable, and secure end-user technology services that enhance employee productivity and collaboration across global offices and manufacturing locations. This position plays a key role in Avanos's digital transformation by enabling seamless user experiences and supporting cloud[1]first workplace strategies. The Associate Director oversees Service Desk, ITSM, O365, AVD, MDM, SCCM, and related services while partnering closely with Networking, Active Directory, and Infrastructure Security teams to ensure operational excellence, compliance, and business continuity. This position reports to the Director, IT Operations and Applications Support.

Principal Duties and Responsibilities

ITSM (IT Service Management)

• 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. SD (Service Desk)
• 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.

Site Support

• 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.

O365 (Office 365)

• 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. AVD (Azure Virtual Desktop)
• 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. MDM (Mobile Device Management)
• 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.

SCCM (System Center Configuration Manager)

• 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. Printing Support
• 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.). AVC (Audio Video Conferencing)
• 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. Skills and Competencies
• Proven leadership skills with the ability to develop and articulate a strategic vision that motivates teams and aligns with business goals.
• Ability to build strong partnerships with business stakeholders and demonstrate the business value of IT services and initiatives.
• Exceptional communication and customer service skills, with the ability to manage complex stakeholder relationships across global teams.
• Deep understanding of desktop systems, tools, and collaboration platforms, including the Microsoft 365 product suite.
• Comprehensive knowledge of Digital Workplace capabilities such as O365, file sharing, collaboration, conferencing, telephony, and mobility solutions.
• Strong grasp of technical infrastructure and end-user computing, including device management, telecom, broadband, and software configuration.
• Active contributor to architectural reviews to ensure new technologies align with business strategy, cost efficiency, and security requirements.
• Skilled in developing IT roadmaps in collaboration with internal teams, partners, and vendors to ensure system reliability and scalability.
• Adept at managing IT support teams across multiple locations and time zones, ensuring consistency in service delivery.
• Self-motivated, adaptable, and proactive in identifying and delivering solutions that improve user satisfaction and operational performance.
• Tenacious and resilient leader, capable of leading effectively in a demanding, fast-changing environment.
• Strategic thinker with strong analytical skills and the ability to translate vision into actionable plans.
• Effective collaborator with business partners, vendors, and customers to achieve operational excellence.
• Strong people leadership skills, with a focus on coaching, team development, and empowerment.

Minimum Qualifications

• 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 O365environments.

• 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.
• Relevant certifications (e.g., ITIL Foundation, Microsoft 365 Certified, or Azure Administrator Associate) are a plus.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

Avanos Medical is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

IMPORTANT: If you are a current employee of Avanos or a current Avanos Contractor, please apply here.

Join us at Avanos
Join us and you can make a difference in our products, solutions and our culture. Most of all, you can make a difference in the lives, people, and communities around the world.

Make your career count
Our commitment to improving the health and wellbeing of others begins with our employees - through a comprehensive and competitive range of benefits. We provide more than just a salary - our Total Rewards package encompasses everything you receive as an employee; your pay, health care benefits, retirement plans and work/life benefits.

Avanos offers a generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting.

Avanos also offers the following:

benefits on day 1

free onsite gym

onsite cafeteria

HQ region voted 'best place to live' by USA Today

uncapped sales commissions