Team Lead: Digital Workplace Engineer

About the role

The Team Lead: Digital Workplace Engineer oversees user experience, performance, and reliability of all digital workplace services firmwide. This position provides strategic, technical, and operational leadership for endpoint engineering, ensuring improved productivity, service quality, and user experience outcomes.

Responsibilities

• Owning the entire digital workplace user experience while driving continuous improvement
• Establishing metrics for DEX and monitoring user sentiment to ensure alignment with objectives and enhance overall experience
• Defining standard operating procedures and RACI models while ensuring accountability is upheld consistently across all relevant areas
• Conducting root cause analysis and removing recurring issues
• Prioritizing and minimizing incidents while enhancing resolution efficiency and effectiveness
• Partnering with the Service Desk to minimize incidents while enhancing resolution efficiency and effectiveness
• Leading change initiatives and driving strategies to enhance user adoption effectively
• Standardizing endpoint configurations while reducing complexity
• Defining key performance indicators and delivering reports tailored for senior-level audiences, ensuring clarity and actionable insights
• Owning escalation frameworks and incident responses
• Leading vendor performance aligned with experience service level agreements
• Driving the adoption of practical artificial intelligence solutions aligned with enhancing productivity
• Leading and developing the team while focusing on achieving results-oriented expectations

Requirements

• Demonstrate proficiency in Windows, endpoint management, Azure, and automation while ensuring effective implementation and seamless operational functionality
• Demonstrate exceptional stakeholder influence and communication skills
• 7+ years in digital workplace / endpoint engineering
• Possess experience improving user experience (DEX) and service outcomes
• Possess experience driving automation, standardization, and process maturity
• Possess experience leading change management and adoption programs
• Possess exceptional KPI definition and performance reporting experience