The Director, Digital Employee experience will lead team of IT Support engineers and dektop tooling teams to design and deliver digital experience to PTC employees.

People

• Own and lead a global team comprised of employees, contractors, and third parties that are accountable for all levels of end user’s support.
• Acts as the primary advocate for internal PTC employees and their IT service delivery experience
• Proactively collects customer feedback, understands / represents voice of the customer, highlights successes and opportunities.
• Particiapate in QBRs with internals teams and third parties to review roadmaps, drive innovation and continuous improvement.
• Be the “Face” end user services that are provided.
• Develop positive relationships with employees of all levels across PTC.
• Identifies, justifies, and drives initiatives to mature activities to provide a best-in-class customer service approach to all end users.
• Actively participates in periodic meetings with IT management for communication, escalations, and collaboration.

Process

• Develop operational metrics, participate in Service reviews, continually improve your Service
• Develop and maintain roadmaps that optimally reflect employee needs, priorities, dependencies, sequencing, resources, and funding.
• Drive a service management subject area that is optimized, automated, and fit-for-purpose.
• Develop and leverage analytics that proactively drive decision making and continual improvement.
• Handle global logistics, asset management, and procurement related to end users.
• Provide support incident management, major incident management, request management and problem management for all teams within IT Shared Services
• Partner with Security, Privacy, Compliance, and Legal teams to ensure alignment to policies and procedures including Sarbanes-Oxley (SOX) and other compliance standards.
• Partner with Service Management on the design and execution of ITIL processes
• Run, track and build annual budgets both capital and operating expenses
• Procure, deploy, track to decommission corporate devices and peripherals including mobile devices.

Technology

• Provision new hires with the technology and user experience they need to be productive on day one.
• Provide mentorship and effect roadmaps for enterprise hardware/software standards and Desktop tools
• Participate and lead IT enterprise architecture discussions to design and deliver desktop tools for a seamless employee experience
• Provide all levels of end users support for technology solutions provided through a service desk, walk-up tech bar and deskside support.
• Advise and maintain knowledge base and ensure automation of recurring tasks like user identity life cycle, asset management
• Solid experience in implementing MDM tech stacks like Microsoft Intune, JamF and in software distribution tools like SCCM, Active Directory in Hybrid environment (Windows AD and Azure)

• Bachelor’s degree in computer science, Information Technology, Business Administration, or related discipline.
• Total Experience 15-20 years.
• 10+ years’ experience in an IT senior management role in a mid-size to large enterprise.
• Minimum 5 years of design and implementation experience in IT, with a deep knowledge in a minimum of two or more of the following technical disciplines: Cloud technologies, Corporate IT infrastructure, Identity & Access Management (IAM), application programming interfaces (APIs), virtualization, Active Directory in Hybrid enviroment, Collaboration and workspace technologies and Information Security & Compliance
• Comprehensive knowledge of IT service delivery. ITIL certified is preferred
• Excellent interpersonal and communication skills and proven ability to work effectively with all organizational levels.
• Solid experience in IT enterprise architecture in a mid-size to large enterprise

• Solid understanding of ITIL & ITSM frameworks.
• Ability to work across the organization and interact/influence/negotiate effectively at all levels of management and peers.