Digital Workplace Technical Engineer

Guardian Life

. Own the end-to-end digital workplace experience for approximately 6,000 agency brokers and staff using personal, unmanaged devices .

Posted 11/9/2026full-timeNew York City • New York • United StatesSeniorLead💰 $105,520 - $173,350 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Digital Workplace technologies, particularly with Microsoft 365 administration, and excels in troubleshooting complex technical issues while leading and mentoring technical teams. Proven ability to establish trusted relationships with stakeholders and drive continuous improvement initiatives.

Highest-signal resume keywords

Microsoft 365 AdministrationDigital Workplace TechnologiesTechnical Account ManagementIdentity And Access ManagementComplex Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot-Cause AnalysisSolution DesignDevice ComplianceEndpoint ComplianceService ManagementVendor ManagementContinuous ImprovementTelemetrySupport Analytics

Soft Skills

LeadershipEmotional IntelligenceWritten CommunicationVerbal CommunicationCustomer-Service Orientation

Tools & Technologies

Microsoft 365Venn OS33AI TechnologiesSupport ModelsExperience Monitoring

Certifications & Qualifications

Microsoft CertificationsSecurity CertificationsIT Service Management Certifications

Industry Keywords

Digital WorkplaceEnd-User ComputingInfrastructure EngineeringInsuranceFinancial Services

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Own the end-to-end digital workplace experience for approximately 6,000 agency brokers and staff using personal, unmanaged devices
Serve as primary technical account manager and trusted technology partner for Guardian’s largest agencies
Troubleshoot complex technical issues and perform root-cause analysis, testing, solution design, and remediation
Lead agency technology escalations end to end and coordinate teams through resolution
Improve how agency users request, receive, maintain, and recover access to Guardian applications and services
Serve as application owner for Venn OS33 and maintain device compliance standards
Own and support Microsoft 365 services, including access, licensing, configuration, enablement, and service model
Drive adoption of Microsoft 365, collaboration, AI, endpoint, and emerging Digital Workplace technologies
Establish business reviews with key agencies covering trends, issues, service performance, and roadmap priorities
Translate agency feedback and business requirements into technical requirements and improvements
Use monitoring, telemetry, support analytics, and field feedback to identify recurring and emerging issues
Identify automation, self-service, process simplification, and technology improvement opportunities
Develop and maintain a continuous improvement backlog and strategic roadmap
Drive training and enablement for Service Desk analysts and agency users
Strengthen support models, knowledge paths, escalation paths, and first-contact resolution
Lead, mentor, and develop approximately one to two onshore and offshore technical resources
Provide technical direction and accountability across engineering teams, vendors, and technology partners
Partner with Security, Identity, Architecture, Engineering, and business teams
Evaluate emerging Digital Workplace and AI technologies
Travel to Guardian, agency, vendor, and partner locations as needed, up to 25%
Provide leadership and technical support outside standard business hours for major incidents, implementations, and critical changes

Requirements

What you’ll need

Minimum of 10 years of experience in Digital Workplace, end-user computing, infrastructure engineering, enterprise technology, or related technical disciplines
At least 3 years operating in a lead or senior technical capacity
Ability to operate as a player-coach
Experience leading or coordinating onshore and offshore technical resources within a distributed delivery model
Experience troubleshooting complex technical problems, determining root cause, implementing remediation, and developing long-term solutions
Strong hands-on experience with Microsoft 365 administration and enterprise Digital Workplace technologies
Experience supporting identity, access, licensing, configuration, and technology services for external, partner, or other non-traditional user populations
Experience with device posture, endpoint compliance, conditional access, or related security technologies
Strong identity and access management knowledge, including single sign-on, multifactor authentication, and federated access patterns
Experience as an application or service owner, including vendor management, lifecycle management, roadmap development, service management, and continuous improvement
Strong technical and business acumen
Strong critical-thinking and problem-solving capabilities
Ability to establish trusted relationships with business partners, senior leaders, agency principals, vendors, and external partners
High emotional intelligence and strong written and verbal communication skills
Strong customer-service orientation
Experience leading complex technology escalations for a defined user population or client base
Experience using experience monitoring, telemetry, support analytics, or similar data
Experience designing and operating support models spanning engineering teams, Service Desk organizations, offshore resources, vendors, and third-party partners
Ability to balance reactive support, hands-on technical engineering, relationship management, people leadership, and strategic delivery
Curiosity, continuous-improvement mindset, and ability to independently learn new technologies
Flexibility to work nights and weekends when required
Ability and willingness to travel up to 25%
Experience within insurance, financial services, or another regulated industry preferred
Familiarity with agency, broker, or independent distribution models preferred
Relevant Microsoft, security, IT service management, or continuous improvement certifications preferred
Must be legally authorized to work in the United States without current or future employer sponsorship

Benefits

Comp & perks

Skill-building opportunities
Leadership development
Philanthropic opportunities
Contemporary, supportive, flexible, and inclusive benefits and resources
Benefits for full-time eligible employees
Reasonable accommodations for disabilities, pregnancy, childbirth, or related medical conditions
Potential eligibility for annual, sales, or other incentive compensation