Senior Workplace Technology Lead

The Senior Workplace Technology Lead is a cornerstone of the Technology Services team. As a member of the team, you will be taking ownership of select Workplace systems, helping manage associated product life cycles, and ensuring our third-party vendors meet our high standards for service delivery. 

You will also play a key role in supporting critical technology support processes, handling situations and escalations that require the attention of senior technology staff. This includes direct interactions with senior executives and as such, critical thinking along with strong communication and writing skills are essential to this role.

• →Technology Platform Administration: Take responsibility for one or more enterprise technology platforms including SaaS (Microsoft 365, Slack, Google Workspace, Adobe, etc), AV (Zoom, DTEN, Robin, etc), and internal applications; ensuring adoption, effective usage, operational reliability, adherence to policies, seamless integrations, and access management
• →SaaS Lifecycle & Optimization: Oversee the lifecycle of select SaaS platforms, track usage metrics, optimize software licensing, and conduct regular audits to ensure platforms deliver maximum value to the organization
• →Internal Workplace Product Management: Act as a product owner for specific internal technology services for the organization. Gather end-user feedback and requirements to drive continuous platform improvements and feature enhancements
• →Product Roadmapping and Adoption: Develop and maintain product roadmaps for Workplace platforms. Plan the rollout of new services, create communication strategies, and drive user adoption and training campaigns across the organization
• →Vendor and Service Management: Manage the day-to-day relationships with Workplace platform vendors, software providers, and external service integrators to ensure service level agreements (SLAs) are met consistently
• →Experience with configuring Apple Mac and Windows PC as well as diagnosing and repairing hardware faults
• →Responding to calls within SLAs and updating tickets for tasks completed
• →Be responsible for ad-hoc and periodically scheduled end-user support, managing priorities and communications effectively and efficiently
• →Participate in after-hours upgrades or troubleshooting if needed
• →Apply and expand upon existing documentation and resources to solve problems
• →Continue to learn about MLB supported applications including new features and enhancements
• →Travel for major events as needed (Passport may be required)

• Bachelor’s Degree in computer field or equivalent work experience
• Minimum of 5 years’ experience in IT, with at least 2 years in a senior support role
• Coding experience with a general purpose programming language (ie. Java, C/C++, Python)
• Active Directory, Azure AD administration and scripting experience with PowerShell
• Experience managing IT vendors, software contracts, and guiding product lifecycles
• Excellent communication skills, able to clearly communicate steps to resolve end user’s issues and gather product requirements
• Ability to work independently, prioritize a variety of tasks, and collaborate effectively in a complex environment with multiple teams
• Distinctive problem-solving, technical troubleshooting, and analytical capabilities
• Experience with Workplace platforms (Slack, Zoom, Atlassian etc...)
• Working knowledge of network protocols (TCP/IP, DNS, VLANS, DHCP etc).
• Working Knowledge of common email clients such as Outlook for macOS, Apple Mail, and Outlook for Windows in an enterprise environment
• Strong Customer Service mentality and strong multitasking ability