Manager, Digital Workplace (49)

Manager, Digital Workplace

The Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wherever their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group takes a holistic and tailored approach to insurance and risk management.

Role Summary

The Manager, Digital Workplace leads the Desktop Engineering and Microsoft 365 teams within Baldwin Group IT. This role owns the end-user technology experience across the organization, spanning device provisioning, endpoint management, and the full M365 suite (Exchange, Teams, SharePoint, OneDrive, licensing, and governance). The Manager partners with IT leadership on roadmap planning, operational performance, and service delivery strategy to ensure colleagues have reliable, secure, and modern tools.

Key Responsibilities

• Lead, mentor, and develop the Desktop Engineering and Microsoft 365 teams, including hiring, onboarding, performance management, and career development.
• Foster a service-oriented, Agile culture focused on end-user satisfaction and continuous improvement.
• Manage team workload and sprint planning using Jira, ensuring prioritization aligns with IT objectives and SLAs.
• Own the endpoint management strategy, including Microsoft Intune, Autopilot, and device compliance policies.
• Champion the end-user experience by driving adoption of Digital Workplace tools through change management, training coordination, and feedback loops with the business, ensuring technology investments translate into measurable colleague productivity and satisfaction.
• Oversee full device lifecycle (imaging, deployment, patching) across Windows, macOS, and mobile platforms.
• Drive automation of provisioning and configuration workflows; partner with Security on endpoint baselines, conditional access, and DLP controls.
• Partner with the Security and Network teams to align Digital Workplace services with the organization's security posture, including zero-trust initiatives, identity governance, and vulnerability remediation across managed endpoints.
• Define and maintain escalation paths between the Help Desk and the Desktop Engineering and M365 teams, ensuring timely resolution of Tier 3 incidents and clear ownership boundaries across support levels.
• Manage the M365 tenant (Exchange Online, Teams, SharePoint, OneDrive) including governance, licensing optimization, and compliance.
• Lead platform improvements, feature rollouts, and migrations in coordination with business stakeholders.
• Ensure high availability and performance of M365 services through proactive monitoring and incident management.
• Protect Digital Workplace services, including M365 and managed endpoints, are incorporated into the organization's disaster recovery and business continuity plans, maintaining documented recovery procedures and participating in periodic DR testing.
• Partner with IT leadership to define the digital workplace roadmap, aligning tooling decisions with organizational strategy.
• Establish and report on KPIs and SLAs for end-user technology services.
• Manage vendor and service provider relationships, defining expectations, monitoring delivery against SLAs, and ensuring quality standards are met.
• Support M&A integration efforts by planning and executing technology onboarding for acquired offices.
• Evaluate and evolve the service delivery model across internal and external resources to optimize cost, quality, and scalability.

Required Qualifications

• 5+ years in IT operations, end-user computing, or digital workplace roles, with 2+ years in people management.
• Deep experience with Microsoft Intune/Endpoint Manager, Autopilot, and enterprise device management at scale.
• Strong M365 administration expertise (Exchange Online, Teams, SharePoint, OneDrive, Azure AD).
• Proven ability to lead and develop technical teams in a multi-office environment.
• Experience with endpoint security, conditional access, and compliance policies.
• Proficiency in PowerShell scripting and automation for M365 and endpoint management.
• Experience managing vendor and service provider relationships, including SLA governance and performance management.
• Familiarity with Agile methodologies and Jira for team workflow and backlog management.
• Ability to communicate the Digital Workplace roadmap, service performance, and strategic initiatives to IT leadership and executive stakeholders, translating technical concepts into business impact.
• Bachelor's degree in IT, Computer Science, MIS, or equivalent experience.

Preferred Qualifications

• Experience managing both Desktop Engineering and M365 functions within a single role.
• Microsoft 365 Certified: Administrator Expert, Endpoint Administrator Associate, or equivalent certifications.
• ITIL foundation or familiarity with IT service management frameworks.
• Experience supporting M&A technology integrations.
• Track record managing third-party service providers (scope of work, SLA definition, delivery oversight, accountability).
• Experience operating in hybrid delivery models with internal teams and external partners.
• Experience with VDI or Windows 365 Cloud PC.

Special Working Conditions:

• Fast paced, multi-tasking environment.
• Travel up to 10% of the time.

Important Notice:

• This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the Firm. All requirements may be modified to reasonably accommodate physically or mentally challenged colleagues.