Workforce Services Leader

Job Summary

The Workforce Services Leader role should be focused on leading End User Services (EUC), Service Desk, Digital Workplace Services, Employee Experience, Workforce Productivity, Service Delivery, Automation, and Workplace Transformation across a large-scale managed services environment. The role aligns with an emphasis on omnichannel support, AI-enabled service management, self-service adoption, workforce productivity, service excellence, and continuous improvement. 
Workforce Services Leader

The Workforce Services Leader is responsible for leading the delivery, transformation, and continual improvement of workforce technology services that enable employees to work effectively, securely, and efficiently across the enterprise. This role provides strategic and operational leadership for End User Computing (EUC), Service Desk, Digital Workplace Services, Collaboration Technologies, Employee Experience, and Workforce Productivity solutions.
Working closely with business leaders, IT infrastructure teams, service delivery organizations, security teams, and external partners, the Workforce Services Leader will establish a modern, AI-enabled workplace environment that enhances user experience, drives operational excellence, increases automation, and supports the organization's broader business and digital transformation objectives.
The role is accountable for delivering high-quality workforce services through a combination of service management best practices, automation, analytics, governance, and continuous innovation while maintaining strong customer satisfaction and service performance outcomes.

Key Responsibilities

Workforce Services Strategy & Leadership
•    Define and execute the enterprise Workforce Services strategy aligned with business objectives, digital workplace initiatives, and technology transformation programs.
•    Develop a roadmap for modern workplace services, employee productivity platforms, collaboration technologies, and user support services.
•    Lead transformation initiatives that enhance employee experience through automation, self-service, AI-enabled support, and service modernization.
•    Partner with business leaders to understand workforce needs and ensure technology services support business growth and operational effectiveness.
•    Establish service delivery objectives, governance structures, and performance measures for workforce services. 
End User Computing & Digital Workplace Services
•    Lead the delivery and operation of End User Computing services, including devices, operating systems, virtual desktop environments, collaboration platforms, and endpoint management.
•    Ensure employees have reliable, secure, and modern workplace technology solutions that support both office-based and remote working environments.
•    Drive lifecycle management strategies for workplace technologies, devices, software, and collaboration services.
•    Oversee workplace technology standards, service catalogs, and support models.
•    Collaborate with infrastructure and cloud teams to ensure seamless integration of workforce technologies into the broader IT ecosystem.
Service Desk & User Support Operations
•    Lead enterprise Service Desk operations, ensuring consistent, high-quality support across all channels.
•    Establish omnichannel support capabilities, including self-service portals, virtual agents, knowledge management, and assisted support channels.
•    Drive improvements in first-contact resolution, service responsiveness, and customer satisfaction.
•    Implement workforce support strategies that reduce incident volumes through proactive service management and automation.
•    Ensure support services meet agreed service levels, operational targets, and business expectations.

Key Responsibilities (continued)

Employee Experience & Service Excellence
•    Champion employee experience initiatives that improve the usability, accessibility, and effectiveness of workplace technology services.
•    Establish Voice of Customer programs, user satisfaction metrics, and continual service improvement mechanisms.
•    Lead adoption and change management programs to maximize utilization of digital workplace capabilities.
•    Develop strategies to increase self-service adoption and reduce friction within employee technology interactions.
•    Promote a customer-centric service culture across all workforce support functions. 
Automation, AI & Productivity Enhancement
•    Drive the adoption of AI-enabled support services, virtual assistants, intelligent automation, and predictive service capabilities.
•    Identify opportunities to automate repetitive support activities and improve operational efficiency.
•    Leverage analytics and service intelligence platforms to identify trends, predict service issues, and enhance workforce productivity.
•    Support implementation of knowledge-centered service management and AI-powered employee self-service solutions.
•    Partner with architecture and automation teams to deliver innovative workforce service capabilities. 
Service Governance & Performance Management
•    Establish operational governance frameworks, KPI reporting, service reviews, and continuous improvement programs.
•    Manage workforce services performance against agreed SLAs, operational targets, and employee experience metrics.
•    Lead service improvement initiatives focused on quality, efficiency, cost optimization, and user adoption.
•    Provide executive reporting on workforce services health, customer satisfaction, service risks, and transformation progress.
•    Ensure compliance with security, operational, and regulatory requirements affecting workforce technologies. 

Key Responsibilities (continued)

Vendor & Partner Management
•    Manage relationships with workforce technology vendors, managed service providers, and strategic partners.
•    Oversee vendor performance, contract obligations, service quality, and continuous improvement activities.
•    Support vendor consolidation initiatives and operational optimization programs.
•    Ensure third-party services align with organizational service standards and governance requirements.
•    Participate in sourcing and procurement decisions related to workforce technology services. 
Financial & Resource Management
•    Manage workforce services budgets, demand forecasts, resource planning, and operational expenditure.
•    Drive cost optimization initiatives through service standardization, automation, and modernization.
•    Ensure workforce services resources are aligned with business demand and transformation objectives.
•    Develop workforce capability plans, succession strategies, and organizational development initiatives.
•    Promote a high-performance culture focused on innovation, accountability, and customer success. 

Required Skills & Experience

Education
•    Bachelor's degree in Information Technology, Computer Science, Engineering, Business Management, or a related discipline.

Professional Experience
•    12+ years of experience in IT service delivery, workplace services, digital workplace transformation, or infrastructure operations.
•    5+ years of leadership experience managing large-scale End User Computing, Service Desk, or Workforce Services environments.
•    Proven track record leading enterprise workplace transformation and modernization programs.
•    Experience operating within global, multi-vendor managed services environments.
•    Demonstrated success improving employee experience, service quality, and operational efficiency. 

Technical Expertise
•    Strong knowledge of End User Computing (EUC), Digital Workplace Services, Service Desk operations, and collaboration technologies.
•    Experience with modern workplace platforms such as Microsoft 365, Teams, Intune, Endpoint Management, Virtual Desktop Infrastructure, and collaboration services.
•    Understanding of IT Service Management frameworks and operational best practices.
•    Experience implementing self-service, knowledge management, automation, and AI-driven support solutions.
•    Familiarity with monitoring, analytics, reporting, and workforce productivity platforms.
•    Knowledge of endpoint security, identity management, compliance, and workplace technology governance.
•    Understanding of cloud-based workplace technologies and modern service delivery models. 

Certifications

Leadership & Business Skills
•    Strong leadership, people management, and organizational development capabilities.
•    Excellent stakeholder management and executive communication skills.
•    Ability to translate business requirements into workforce technology strategies and service improvements.
•    Strong analytical, problem-solving, and decision-making abilities.
•    Proven ability to lead large-scale transformation and change initiatives.
•    Strong customer focus with a commitment to delivering exceptional employee experiences.

Preferred Certifications
•    ITIL Foundation, Managing Professional, or Expert certification.
•    Microsoft 365 Certified: Enterprise Administrator Expert.
•    Microsoft Modern Desktop Administrator or equivalent certification.
•    Certified Digital Workplace Professional (CDWP) or equivalent.
•    Project Management Professional (PMP) or PRINCE2 certification.
•    Lean Six Sigma certification preferred.
•    Relevant cloud platform certifications.

Success Measures
•    Improvement in employee satisfaction and digital workplace experience.
•    Increased first-contact resolution and reduced support ticket volumes.
•    Higher self-service and automation adoption rates.
•    Consistent achievement of workforce service SLAs and operational KPIs.
•    Measurable improvements in workforce productivity and collaboration effectiveness.
•    Successful delivery of workplace modernization and transformation initiatives.
•    Reduction in operational costs through automation, standardization, and service optimization.