Lead Workplace Technology Services

POSITION PURPOSE

The Lead Workplace Technology Services is responsible for the delivery, quality, and continuous improvement of BAC’s global digital workplace — the end-user computing and device technologies that employees rely on every day. Operating within the “Enable” function of the Infrastructure, Operations & Security organization, the role owns the workplace technology experience and coordinates the specialists who build and sustain it.

While this is a hands-on senior role rather than a people-management position, the Lead provides day-to-day direction to the Workplace Technology Services team, sets standards for endpoint devices and the workplace experience, and drives the roadmap for a modern, secure, and user-centric digital workplace. The role works closely with Systems Engineering (Build & Secure), IT Service Operations (Operate & Improve), the Information Security & Compliance function, and the Digital Applications & Product Delivery team, which owns the Microsoft 365 and collaboration platform.

The successful candidate combines deep expertise in endpoint management, device lifecycle, and the end-user computing experience with a strong service mindset and the ability to translate employee needs into a coherent, scalable workplace.

PRINCIPAL ACCOUNTABILITIES

Principle accountabilities are:

Endpoint & Device Lifecycle Management

• Own endpoint standards and the device lifecycle for laptops, desktops, mobile devices, and peripherals — from provisioning and imaging through refresh and retirement.
• Manage endpoint management platforms (for example Microsoft Intune) for device enrolment, configuration profiles, compliance policies, and deployment of applications to devices.
• Maintain accurate asset records and ensure endpoint standardization to support security, supportability, and cost efficiency.
• Coordinate hardware sourcing and vendor relationships for workplace devices in partnership with procurement.

Workplace Experience & Enablement

• Own the end-to-end employee technology experience for the workplace estate, ensuring devices and workplace services are reliable, performant, and easy to use.
• Define and maintain workplace standards, configurations, and policies for a consistent experience across all regions.
• Partner with the Digital Applications & Product Delivery team on the device-side experience of Microsoft 365 and collaboration services, ensuring endpoints are correctly configured to consume those platforms.
• Evaluate and introduce new workplace and endpoint capabilities, including automation, in line with enterprise standards.

Workplace Security & Compliance Execution

• Implement and maintain endpoint security controls — device compliance, encryption, patching, and application control — in alignment with the standards set by the Information Security & Compliance function.
• Support device-based conditional access and endpoint identity posture in coordination with the teams that own identity and access management.
• Contribute to audit and compliance activities relating to endpoint platforms, providing evidence of control operation.
• Ensure timely remediation of endpoint vulnerabilities to the enterprise standard.

Team Coordination & Service Quality

• Provide day-to-day direction and technical guidance to the Workplace Technology Services team, coordinating work allocation and priorities.
• Act as the senior escalation point for complex endpoint and workplace technology issues escalated from IT Service Operations.
• Coach and develop team members and workplace engineers, promoting consistent standards and a strong service culture.
• Maintain documentation, knowledge base content, and standard operating procedures for the workplace estate.

Projects, Continuous Improvement & Collaboration

• Lead and contribute to workplace technology projects, including endpoint refreshes, device platform migrations, and workplace rollouts.
• Drive continuous improvement of the workplace experience through standardization, automation, and self-service.
• Partner with Systems Engineering, IT Service Operations, Information Security & Compliance, and Digital Applications & Product Delivery to ensure a coherent, well-integrated technology foundation.
• Manage relevant vendor relationships and service delivery for workplace technologies.

NATURE AND SCOPE

The Lead Workplace Technology Services reports to the Manager, IT Infrastructure & Digital Workplace within the Infrastructure, Operations & Security organization. There are no direct reports to this position; however, the role provides day-to-day coordination, guidance, and technical leadership to the Workplace Technology Services team.

The role has global responsibility for the digital workplace and endpoint estate and operates within the architecture, security, and service management standards owned by the Infrastructure, Operations & Security organization. The Microsoft 365 and collaboration platform is owned by the Digital Applications & Product Delivery team; this role is responsible for the device and endpoint experience through which employees consume it. The role collaborates closely with Systems Engineering, IT Service Operations, Information Security & Compliance, Digital Applications & Product Delivery, and external service providers.

Grants of authority have not been assigned to the Lead Workplace Technology Services beyond those relating to day-to-day coordination and prioritization of workplace technology activities.

The Lead Workplace Technology Services has multiple day-to-day contacts while executing his/her function:

1. Members of the Infrastructure, Operations & Security team
2. IT Service Operations and the global IT support teams
3. Information Security & Compliance colleagues
4. The Digital Applications & Product Delivery team in relation to Microsoft 365 and collaboration services
5. All BAC departments in relation to workplace technology needs and adoption
6. 3rd party suppliers of IT services, devices, and materials

PERFORMANCE INDICATORS

• Availability, performance, and security posture of the digital workplace and endpoint estate.
• Employee technology experience and satisfaction with workplace devices and services.
• Effectiveness of endpoint lifecycle management, standardization, and asset accuracy.
• Endpoint compliance and timeliness of vulnerability remediation to the enterprise standard.
• Delivery of workplace technology projects on time and to agreed quality.
• Quality and currency of documentation and knowledge base content.
• Team capability development and consistency of service standards.

KNOWLEDGE & SKILLS

• Bachelor's degree in Information Technology, Computer Science, or a related field (Master's Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum 6 years of experience in digital workplace, end-user computing, or endpoint management, preferably in a global environment, including experience coordinating or guiding a team.
• Strong hands-on expertise with endpoint management platforms (Microsoft Intune or equivalent), device provisioning, imaging, and application deployment to devices.
• Deep experience supporting and standardizing Windows and macOS end-user computing environments.
• Working knowledge of endpoint security controls, conditional access, device compliance, and patch management.
• Understanding of identity and access management concepts (Active Directory, Entra ID) as they apply to devices and the workplace layer.
• Working knowledge of Microsoft 365 and collaboration services from an endpoint and end-user experience perspective, sufficient to partner effectively with the platform owners.
• Familiarity with IT service management (ITSM) tools and ITIL practices.
• Strong troubleshooting, documentation, and vendor management skills.
• Excellent communication and customer service skills, with the ability to translate user needs into workplace solutions.
• Ability to coordinate a distributed team and manage multiple priorities effectively.

Preferred

• Relevant certifications such as Microsoft Certified: Endpoint Administrator, Microsoft 365 Certified: Modern Desktop Administrator, or ITIL.
• Experience with workplace and endpoint automation.
• Experience of an endpoint management platform or device migration.
• Experience in a manufacturing or engineer-to-order environment.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand and walk up to 50% of the time. Working conditions include those of a normal construction environment, as well as standard hazards associated with installed HVAC equipment and rotating equipment. This position requires occasional lifting of up to 30 lbs, and travel of 10 - 20% of the time.

BAC Hiring Compensation Range $82,400- $141,200

BAC offers a comprehensive benefits package to include medical, dental, vision, paid time off, 401k, employee stock ownership plan, and more. Please see additional details on the BAC website at www.Baltimoreaircoil.com.

BAC Employees are eligible to participate in an annual bonus incentive program.