Manager of Workplace Technology

Position Summary
Baldwin Management is seeking a hands-on Manager of Workplace Technology to coordinate daily technology operations, maintain dependable workplace systems, support employees, and manage relationships with external technology service providers. Reporting to the CTO, this role implements approved technology initiatives, monitors service delivery, and recommends operational improvements. The position works closely with Compliance and other departments to support secure, efficient operations in a regulated financial-services environment. The CTO retains responsibility for technology strategy, governance, executive reporting, and approval of major investments and priorities.

Essential Responsibilities
Workplace Technology Operations

• Coordinate the reliable day-to-day operation of Microsoft 365, Windows devices, network and wireless services, cloud applications, printers, conference-room systems, telecommunications, mobile-device management, and remote access.
• Monitor system availability and recurring issues; coordinate troubleshooting, maintenance, updates, and escalations with managed service providers (MSPs).
• Maintain accurate equipment inventories, configuration records, operating procedures, and technology documentation.
• Employee Technology Support
• Serve as the primary internal contact for employee technology requests; resolve routine issues directly when appropriate and route specialized work to external providers.
• Coordinate device procurement and deployment, software access, onboarding and offboarding, licensing, and equipment replacement.
• Track support requests, communicate resolution status, identify recurring problems, and improve employee technology experience.

Applications and Process Improvement

• Support the administration and effective use of Microsoft 365, SharePoint, Teams, Adobe Acrobat, CRM, portfolio management, document management, e-signature, workflow, and meeting platforms as assigned.
• Coordinate application configuration, access requests, testing, upgrades, user adoption, and vendor support.
• Identify opportunities for workflow improvements and automation; present recommendations and implement approved changes.

Technology Projects

• Manage the execution of approved projects, including hardware refreshes, software implementations, office technology upgrades, cloud migrations, and workflow improvements.
• Develop project schedules, track deliverables and costs, coordinate stakeholders and vendors, and provide regular progress updates to the CTO.
• Escalate material risks, scope changes, security concerns, and spending decisions for review and approval.
• Vendor and Cost Coordination
• Act as the day-to-day liaison with MSPs, cybersecurity consultants, software providers, telecommunications companies, and hardware vendors.
• Monitor service levels, vendor responsiveness, renewals, licensing utilization, and invoices; identify cost-saving opportunities.
• Collect quotes and evaluate proposals; submit vendor selections, material contract changes, and spending requests for approval under firm policy.

Cybersecurity and Compliance Support

• Coordinate with Compliance, the CTO, and external security providers on endpoint protection, access controls, vulnerability assessments, penetration testing, and security awareness activities.
• Support the operational execution of approved cybersecurity policies, incident-response procedures, and business continuity/disaster recovery testing.
• Assist with technology vendor due diligence, risk assessments, electronic records controls, retention processes, and audit or examination information requests.
• Promptly report suspected incidents, control failures, or material technology risks through established escalation channels; do not independently establish regulatory policy or approve risk acceptance.

Training and Documentation

• Provide practical employee training and guidance on workplace applications, new systems, secure technology practices, and approved policies.
• Create and maintain clear user guides, troubleshooting resources, and implementation documentation.

Qualifications Required

• Bachelor’s degree in information technology, information systems, computer science, business administration, or equivalent relevant experience.
• Approximately 5–7 years of progressively responsible IT or workplace technology experience, including hands-on support and coordination of vendors or projects.
• Working knowledge of Microsoft 365, Windows endpoints, user provisioning, SaaS applications, and common business technology infrastructure.
• Demonstrated ability to coordinate MSPs, prioritize service requests, document processes, and deliver technology projects.
• Strong communication, customer service, organizational, troubleshooting, and cross-functional collaboration skills.

Preferred

• Experience in financial services or another regulated business environment.
• Experience with SharePoint administration, workflow automation, cybersecurity controls, or technology vendor management.
• Relevant Microsoft or IT service management certifications.

Key Competencies

• Operational ownership and follow-through
• Technical problem-solving and service orientation
• Project coordination and vendor management
• Sound judgment, confidentiality, and timely escalation
• Documentation, training, and continuous improvement
• Willingness to learn and develop broader leadership skills

First-Year Success Measures

• Improve responsiveness and employee satisfaction with technology support.
• Reduce avoidable downtime and recurring service issues.
• Deliver assigned technology projects within approved scope, schedule, and budget.
• Improve documentation, inventory accuracy, and onboarding/offboarding workflows.
• Support completion of assigned security and compliance action items.
• Identify measurable licensing, vendor, or workflow efficiencies.

Working Conditions

• Ability to lift and move computer equipment up to 30 pounds.
• Occasional after-hours work may be required for maintenance, incidents, or scheduled implementations.

Why Baldwin?
Technology is an important enabler of Baldwin’s client service and internal operations. This role offers the opportunity to improve the employee technology experience, work across business functions, and grow professionally through structured mentorship and hands-on responsibility.