IT Business Relationship Management Associate; External Agency

Workplace Technology and Experience Associate (External Agency Staff)

New York, New York, United States

Workplace Technology and Experience Associate is responsible for designing, implementing, and optimizing the digital ecosystem that powers how employees work every day. This role delivers a frictionless colleague experience through modern workplace technologies, AI‑powered automation, and high‑quality support services across all office locations. This senior level position leads global technology end‑user support, executive technology services, and technology asset lifecycle management while shaping strategic innovation, governance, and continuous improvement across the employee technology landscape.

• Develop and execute a holistic modern workplace technology strategy spanning endpoint management, collaboration platforms, AV systems, and workplace automation.
• Align workplace services with broader business and technology strategies to improve productivity, satisfaction, and operational resilience.
• Champion adoption of emerging tools, standards, and best practices to maintain a cutting‑edge employee technology ecosystem.

• Lead development of AI‑enabled virtual work assistants, autonomous support experiences, and intelligent workflow automation across HR, IT, Finance, Facilities, and other corporate functions.
• Enhance employee self‑service portals with improved search, guidance, and task completion capabilities.
• Utilize analytics and end‑user experience monitoring to refine and optimize digital journeys.

• Oversee global IT service delivery across L1/L2 IT support, end‑user computing, AV services, and Executive IT support.
• Define and manage KPIs and SLAs such as CSAT, MTTR, First Contact Resolution, and ticket deflection.
• Implement continuous improvement practices that drive efficiency, quality, and scalability across all operating teams and office locations.

• Own full lifecycle management of end user hardware including procurement, deployment, maintenance, optimization, and retirement.
• Oversee software asset management including licensing, entitlements, renewals, compliance, and vendor audits.
• Implement governance and automation to maintain accurate inventories, reduce risk, and optimize utilization.

• Lead and mentor a distributed team of managers, analysts, and support specialists.
• Foster an inclusive, collaborative, high‑performance culture emphasizing accountability, knowledge sharing, and operational resiliency.
• Ensure cross‑training and capability redundancy across support functions.

• Partner with security, infrastructure, cloud engineering, AI/data, facilities, HR, finance, and program management teams to ensure cohesive strategy and alignment.
• Build strong relationships with business leaders, anticipate needs, and communicate priorities and roadmaps effectively.
• Collaborate with global counterparts to maintain consistent workplace standards and share best practices.
• Own the workplace technology budget, manage vendor relationships, oversee procurement, and evaluate technologies for adoption.
• Embed security, compliance, and resilience into all workplace services and platforms.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field
• 10+ years of progressive experience in workplace technology, digital workplace engineering, or end‑user services leadership
• 5+ years of management experience
• Deep expertise in end‑user computing, unified communications, AV, collaboration tools, ITSM platforms, and device management
• Experience implementing AI‑driven chatbots, automation and digital employee experience solutions
• Experience managing hardware and software asset life cycles including licensing and compliance
• Strong communication, stakeholder management, and change leadership capabilities

• Experience deploying autonomous support platforms such as…