Technology Site Lead - Workplace User Experience Lead

Overview: We are seeking a strong technical leader to manage customer experience and technology landscape at the Hudson Yards and Stamford offices. They will be the central point of contact for all technology for those offices. They also will lead the Executive Support team to provide high-touch, white-glove service to the Guardian Executive Leadership. This candidate will be involved in decision-making processes for new hardware and software standards and product introductions which deliver the best experience for Guardian colleagues. The ideal candidate will have experience managing vendor relationships and possess a high degree of project management skills to deliver services to end users without impacting business operations. Furthermore, they will establish key relationships within the business and understand their processes to recommend technology.

You Are:

• A personable leader who can interact with all levels within an organization but highly adept at communicating with C-suite Executives.

• You are a leader who actively participates in tasks, demonstrating a hands-on approach.

• Technical leader who understands the complexity of desktop and application touchpoints to assist troubleshooting and identifying solutions.

• Highly skilled in desktop and audio-visual technologies to own these services, as well as the overall customer experience, for the sites you manage.

• Passionate about desktop technology and innovative solutions to drive process efficiency and productivity

• Self-starter to seek customer input and manage metrics to drive continuous improvement initiatives.

• Customer focused on ensuring the highest quality of service to Guardian colleagues' technical needs.

• Strong people leader who can mentor staff to their highest potential.

• Strong project manager with a service delivery mindset who can implement products (software, operating systems, hardware) with minimal disruption to the business.

• Strong business acumen to manage budget

You Will:

• Serve as the single point of escalation for end users, ensuring exceptional customer experience, particularly in the Hudson Yards and Stamford locations.

• Lead the Executive Support team to provide high-touch, white-glove service to Guardian Executive Leadership.

• Participate in decision-making processes for new hardware and software standards, as well as product introductions, to deliver the best experience for Guardian colleagues.

• Guide and mentor the support staff on technical solutions, leveraging your extensive technical expertise in desktop technology.

• Manage vendor relationships effectively to ensure seamless service delivery.

• Liaise with the Head of Workplace Architecture & Engineering to solve for chronic user issues in that impact business productivity.

• Apply a strong project management mindset to deliver services to end users without impacting business operations.

• Establish key relationships within the business and understand their processes to recommend technological solutions that improve productivity.

You Have:

• Five years of White glove support experience preferred, Minimum of 5 years of technical experience supporting desktop technologies

• Minimum of 3 years in a leadership role

• Strong vendor management skills

• Deep knowledge with ServiceNow and Excel to create in-depth reports to provide insight and change opportunities

• Outstanding customer service and communication skills, with the ability to build strong relationships with partners.

• Excellent written skills to document new product technologies to the business, communicate effectively to stakeholders on issues status and solutions delivery timelines, communicate more broadly to the end users in a succinct manner

• Strong technical knowledge of:

• Systems/Platforms (Active Directory, Intune, Microsoft, Cisco, ServiceNow, Nexthink)

• Hardware: Laptop (Lenovo and Apple), AWS Workspaces, Mobile devices, Peripherals (monitors, docking stations, audio visual)

• Operating System: Microsoft OS, MacOS, iOS, Android OS

• Preferred certifications: ITIL, PPM, LEAN Six Sigma.

Location & Travel:

• The primary location for this position is based in New York (10 Hudson Yards) and the ability to travel to the other Guardian hub locations (Stamford, CT; Holmdel, NJ; Bethlehem, PA). Occasional travel to outer state for Board of Director meetings when applicable.
• 25% Travel required for this position

Salary Range:

$80,940.00 - $132,975.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you'll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian's Purpose - to inspire well-being - we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.