Managing Director, Enterprise Colleague Experience & Support

Job Summary:

This Managing Director leads BDO’s end-to-end colleague technology experience, with responsibility for internal and external service desk, collaboration platforms, endpoints, meeting room technology, and software portfolio management. This role is accountable for elevating the internal IT experience, reducing points of friction, and scaling support through automation, self-service, and AI-enabled agent capabilities.

The role delivers a modern, seamless technology experience for more than 12,000 BDO professionals and provides direct leadership to teams responsible for service desk and endpoint technology support, collaboration and meeting room operations, and software lifecycle processes.
 

Job Duties:

• Provides strategic leadership for BDO’s colleague technology experience, including internal and external service desks, collaboration platforms, meeting rooms, and software portfolio management
• Owns endpoint strategy across laptops, mobile devices, and print, including standards, colleague choice programs, software lifecycle management, and endpoint security in partnership with the CISO
• Leads the enterprise productivity and support experience through ownership of Microsoft 365, Microsoft Teams, and the service desk operating model across Tier 0 self-service, Tier 1 contact center, Tier 2 escalation, and Tier 3 engineering support
• Drives AI-assisted support strategy, including virtual agent and self-service capabilities, to reduce ticket volume, improve first-contact resolution, and enhance the overall colleague experience
• Owns ITSM process design in partnership with the ServiceNow platform team, including incident, request, problem, and knowledge management
• Owns the field, office, and VIP support models, including on-site technicians, remote support, depot repair, executive white-glove support, and event technology support
• Partners with IT Operations to optimize colleague experience in IT asset management and logistics, including procurement, receiving, deployment, recovery, and Day-1 onboarding readiness for new hires
• Partners with knowledge management to maintain colleague-facing self-help content and internal IT knowledge resources
• Measures colleague experience across key touchpoints including service desk, endpoints, meeting rooms, and onboarding, and drives improvement plans against IT NPS and CSAT targets
• Leads major incident response for end-user-impacting outages and oversees workforce planning, including integration of RISE India for L1/L2 support and staffing optimization aligned to fiscal year transformation goals
• Other duties as required

Supervisory Responsibilities:

• Directly manages directors of service desk, meeting room operations, and software portfolio management; provides coaching, performance management, and career development
• Leads workforce planning, hiring, onboarding, and capability development across US and offshore (RISE India) support teams

Qualifications, Knowledge, Skills and Abilities:

Education

• Bachelor’s degree in Information Systems, Computer Science/Engineering, or IT, required
• Master’s degree in Information Systems, Business Administration or Technology Management, preferred

Experience

• Fifteen (15) or more years of progressive IT experience leading end user services, digital workplace, or colleague experience organizations, required
• Five (5) or more years of leadership experience owning multi-site end user services at enterprise scale, required
• Five (5) or more years of people leadership experience, including team oversight, coaching, and performance management, required
• Direct experience leading Microsoft 365 and Intune in a large enterprise environment, including modern device management and zero-touch provisioning, required
• Direct experience overseeing Microsoft Teams Rooms, Cisco AV, and ServiceNow ITSM at enterprise scale across multiple office locations, required
• Demonstrated success transforming service desk operations through AI, virtual agents, and self-service capabilities, required
• Experience supporting a multi-site professional services or partnership environment, including VIP support requirements, required
• Experience integrating offshore India-based L1 and L2 support ope