Director, Digital Workplace & End User Services

About the Role

We are looking for a forward-thinking leader to serve as the Director of Digital Workplace & End User Services. This is a pivotal role for someone who sees IT not as a support function, but as a product organization dedicated to empowering our workforce. You will be responsible for reimagining how our employees interact with technology, leveraging AI to drive productivity, and achieving a "zero-touch" operational model through high-degree automation. 

This is a remote position open to candidates in the U.S and Canada. Relocation assistance will no be provided for this role.

Why Join Us

We are committed to building a world-class environment where technology feels invisible and powerful. You will have the mandate to challenge legacy processes and lead the deployment of cutting-edge AI tools that directly impact the daily lives of our employees.

Key Responsibilities:

• Architect the AI-Centric Digital Workplace: Lead the strategy to integrate generative AI and intelligent agents into the daily workflow. You will redefine how employees access information, collaborate, and execute tasks by embedding AI assistants directly into their digital environment.
• Design for Delightful Experiences: Champion the "Digital Employee Experience" (DEX). You will move beyond traditional SLAs by implementing sentiment-based metrics (eNPS) to ensure technology consistently enables, rather than hinders, our employees.
• Drive Zero-Touch Automation: Transform our infrastructure into a highly automated, self-healing ecosystem. You will oversee the end-to-end automation of employee-facing services and critical tooling. 
• Audiovisual (AV) & Meeting Experience: Define and maintain the global standard for conference room AV technology, including displays, cameras, microphones, and video conferencing room systems ( Zoom Rooms). You will oversee AV for large-scale internal events and all-hands meetings, manage digital signage across office locations, and partner with Facilities and IT to ensure a consistent, high-quality hybrid meeting experience that upholds the principles of digital employee experience.
• Service Desk & ITSM: Lead the end user support function, including Tier ½ helpdesk operations, IT service management (ITSM) processes, and self-service capabilities. You will be responsible for defining and enforcing service level targets, driving continuous improvement in ticket deflection and resolution time, and maturing the ITSM platform to support a scalable, user-centric support model aligned with the zero-touch automation vision.
• Lifecycle Management: Direct the strategy for hardware and software procurement and asset disposal to optimize costs and security.
• Leadership & Vendor Management: Lead internal teams and manage external service providers, ensuring consistent performance, budget accountability, and continuous process improvement.
• Product-Led IT: Manage our internal toolset as a product portfolio. You will iterate on features, gather user feedback, and manage a roadmap that prioritizes ease-of-use and frictionless integration.
• IT Security & Compliance Partnership: Serve as a key stakeholder and partner to the Information Security team in enforcing endpoint security standards, device compliance policies, and data loss prevention (DLP) controls across all managed devices. You will ensure that Digital Workplace tools and configurations align with regulatory and audit requirements, support identity and access management (IAM) integrations, and participate in security incident response as it relates to the end user environment.
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices
• Hire, develop and lead an inclusive, engaged, and high performing team

Required Qualifications:

• Leadership Experience: 8+ years in IT leadership, with at least 2 years at the Director level in infrastructure, digital workplace, or end-user services.
• Product Mindset: Demonstrated experience managing technology platforms as products, with a focus on user adoption, iteration, and feature development.
• Technical Vision: Deep familiarity with modern IT infrastructure management (SaaS Automation, Infrastructure as Code, macOS/Windows support, VDI) and a proven track record of implementing AI/automation tools to enhance IT operations.
• Change Management: Ability to drive organizational change, helping employees transition to new AI-augmented workflows and automated processes.
• Communication: Exceptional ability to articulate a technical vision to executive leadership and influence cultural shifts across the company.
• Infrastructure Breadth: Demonstrated experience managing AV environments, with familiarity with enterprise networking concepts and corporate AV standards. Experience with ITSM platforms and a track record of maturing service delivery operations is strongly preferred.
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