Digital Workplace Engineer Team Lead

Job description

Angeles, CA, Miami, FL, Nashville, TN, New York, NY, Newark, NJ, Palo Alto, CA, Pittsburgh, PA, Portland, OR, Raleigh, NC, San Francisco, CA, Seattle, WA, Washington, DC, Wilmington, DEAt K&L Gates, we are looking for smart, imaginative and hard-working people with diverse backgrounds, experiences and ideas to join us. Perhaps our search for talented visionaries and your search for important and impactful work lead to the same place.We are seeking a Team Lead: Digital Workplace Engineer to join the firm. 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. The role sets direction, governance, and standards for workplace technologies, driving excellence and alignment across Engineering, Service Desk, and Infrastructure teams. Responsibilities include eliminating user experience friction, reducing recurring issues, and delivering scalable, consistent global services. This is achieved through automation, standardization, and disciplined execution to enhance service delivery and operational efficiency.KEY RELATIONSHIPSCloud Platform Engineering, Enterprise Applications, Security, Global Support Services, Deskside Support, Network & Collaboration, Business StakeholdersESSENTIAL DUTIESOwning the entire digital workplace user experience while driving continuous improvementEstablishing 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.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 complexityDefining key performance indicators and delivering reports tailored for senior-level audiences, ensuring clarity and actionable insights.Owning escalation frameworks and incident responsesLeading 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.EXPERIENCE SKILLS REQUIREDDemonstrate proficiency in Windows, endpoint management, Azure, and automation while ensuring effective implementation and seamless operational functionality.Demonstrate exceptional stakeholder influence and communication skills7+ years in digital workplace / endpoint engineeringPossess experience improving user experience (DEX) and service outcomesDemonstrate proven track record partnering with Service Desk organizationsPossess experience driving automation, standardization, and process maturityPossess experience leading change management and adoption programsDemonstrate exceptional KPI definition and performance reporting experienceCompensation Salary $128,000 - $249,000The compensation salary for this position will be determined during the interview process and will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors.ABOUT THE FIRMK&L Gates is a fully integrated global law firm with lawyers located in more than 40 offices. We have experienced dramatic growth in the past decade and now rank among the largest U.S. based law firms in the world. We take pride in constantly striving for innovation, imagination and an entrepreneurial spirit. We come up with big ideas and then roll up our sleeves to get the job done, guiding our clients through their most complex issues in a variety of industry sectors and across multiple regions of the world.The industry recognition the firm has garnered emanates from the foundation of a global community aligned on behalf of our clients. The people at K&L Gates are committed to working…