Director of Digital Workplace

Make your mark at the world’s largest HVAC company 

Daikin Applied is seeking a talented Director of Digital Workplace. The Director of Digital Workplace will be responsible for delivering unrivaled experience to users who consume IT infrastructure services and for developing a “first responder culture” in the organization. This role has direct leadership accountability over: global service desk, command center, end user technologies, incident, service request management and on-site client support team. This role requires the ability to focus on the bigger picture by applying the right mix of strategic and operational discipline while at the same time having accountability for technical teams that need to get the day-to-day details right. Come be a part of an exciting journey at Daikin Applied, where innovation and excellence drive our every endeavor!

Location: Plymouth, MN - Hybrid

What you will do: 

• Digital Workplace Strategy: Develop and implement a comprehensive digital workplace strategy and roadmap that supports the organization's goals and enhances employee productivity and engagement
• User Experience: Ensure a seamless and efficient user experience by optimizing digital tools and platforms for ease of use and accessibility
• Set and execute strategies to achieve exceptional user experience, emphasizing innovation, automation, self-service, “shift left”, continual improvement, and lean operational practices
• Overseeing the design, implementation, and management of the digital workplace infrastructure including corporate device provisioning, BYOD, manufacturing devices
• Technology Management: Oversee the selection, deployment, and management of digital workplace technologies, including Mobile Device management, collaboration tools, communication platforms, and productivity software
• IT Service Desk Operations & Strategy: Oversight of the day-to-day operations of an Enterprise Service Desk Team supporting over 5000+ users
• Technical Support: Handle escalated technical issues from service desk and level 1 support, providing in-depth troubleshooting and resolution
• System Maintenance: Perform system updates, configurations, and maintenance tasks to ensure optimal performance of IT infrastructure
• Incident and service request management: Manage and resolve incidents and service requests within agreed service levels, ensuring minimal disruption to business operations
• On-site leadership and managing the client support team spanning across our global corporate, manufacturing locations, sales and services offices and operations footprint
• Develop shift-left strategies, empowering the service desk and incident management team to handle more complex support cases, reducing dependency on L3 teams
• Global audio video & event Support: Manage all Audio-Visual (AV) systems and services for global meetings, conferences and events, ensuring seamless collaboration experiences across the organization
• Vendor Management: Manage relationships with external vendors, managed services to ensure the delivery of high-quality and cost-effective digital workplace solutions
• Team Management: Manage, mentor, and develop the team, providing guidance and support to help them achieve their objectives

What’s in it for you:  

• Medical/Dental/Vision coverage, PTO, 401K match, support for community involvement and much more
• The ability to make an impact and shape your career with a company that is passionate about growth
• The support of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our best

Minimum Qualifications: 

• Bachelor’s degree in Computer Science, Information Technology, or related field
• Relevant professional certifications such as ITIL, or other relevant certifications
• Experience: 12+ years of progressive IT infrastructure experience; both technical depth and proven leadership
• 8+ years of dynamic IT infrastructure leadership experience, managing leaders and individual contributors across core areas of infrastructure, ideally within digital workplace, global service desk and on-site client support teams spanning production/operation sites and corporate offices
• Experience using Digital Employee Experience (DEX) and Digital User experience (DUX) tools such as Nexthink, Systrack Riverbed, Ivanti, ControlUp etc.
• Strong customer/employee centric mindset and ability to empathize with end-user experience challenges
• Strong technical/strategic appetite to think about infrastructure as DEX, DUX and not be a legacy thinker
• Proven process and operations mindset; establish and drive outcomes to critical SLAs, KPIs, comprehensive process and policy foundation
• Ability to take charge and orchestrate work, facilitate decisions, and collaborate with infrastructure leadership to drive the actions necessary to achieve desired results
• Strong leadership, customer focus and analytical skills with outstanding written and oral communication skills
• Ability to lead, collaborate, influence, and coordinate activities in a cross functional, team-oriented environment to deliver technology applications or technical products
• Strong problem-solving and decision-making abilities
• Work visa sponsorship is not available for this position

Preferred Qualifications:

• Direct experience and/or oversight across these technologies or similar: ServiceNow, Windows OS, Cisco Network, Azure Cloud, M365
• Experience in managing large-scale IT infrastructure environment
• Familiarity with Agile and DevOps methodologies
• Experience in budget management and financial planning.

Daikin Applied offers the following benefits for this position, subject to applicable eligibility requirements:  

• Multiple medical insurance plan options + dental and vision insurance
• 401K retirement plan with employer contributions matching 100% of the first 3% of employee contributions and 50% on the next 2% of employee contributions 
• Short term and long term disability 
• 3 weeks of paid time off for new employees + 11 company paid holidays
  • Vacation accrues on a monthly basis, unless applicable federal, state and local law requires a faster accrual
• Paid sick time in accordance of the federal, state and local law 
• Paid parental leave and tuition reimbursement after 6 months of continuous service
• Company provided life insurance + optional employee paid voluntary life insurance, dependent life coverage and voluntary accident coverage

The typical annual base salary for this position ranges from $113,000 - $179,000 + 20-25% bonus in MN. The range displayed represents the pay range for all positions in the job grade which this position falls. Individual base pay will depend on a wide range of factors including your skills, qualifications, experience, and location.

#LI-RS1 #LI-hybrid