Team Lead: Digital Workplace Engineer

K&L Gates; Durham (NC); On-site; USD 128,000 - 249,000; Full time

Benefits offered by this job

Hybrid/Remote work opportunities

401(k) retirement plan

Paid time off

Professional development

Relocation assistance

Job summary

K&L Gates is seeking a Team Lead: Digital Workplace Engineer to oversee the firm’s digital workplace experience across endpoints, ensuring reliability and performance. You will drive standardization, governance, and automation while aligning with Engineering, Service Desk, and Infrastructure teams to deliver scalable global services.

You will define metrics, execute change management, and lead initiatives to enhance user adoption and satisfaction, with a focus on proactive problem solving and

Qualifications

• 7+ years in digital workplace / endpoint engineering.
• Experience improving user experience (DEX) and service outcomes.
• Proven track record partnering with Service Desk organizations.
• Experience driving automation, standardization, and process maturity.
• Leading change management and adoption programs.
• Strong KPI definition and performance reporting experience.

Responsibilities

• Owning the entire digital workplace user experience while driving continuous improvement.
• Establishing metrics for DEX and monitoring user sentiment to align with objectives.
• Defining SOPs and RACI models across departments.
• Conducting root cause analysis and removing recurring issues.
• Partnering with Service Desk to minimize incidents and improve resolution.
• Leading change initiatives and user adoption strategies.
• Standardizing endpoint configurations and reducing complexity.
• Delivering KPI reports for senior leaders with actionable insights.
• Owning escalation frameworks and incident responses.
• Leading vendor performance aligned with SLAs.
• Leading and developing the team toward results.

Skills

Windows

Azure

Automation

Stakeholder influence

DX improvements

Service Desk collaboration

Leadership

Job description

Job Description

At K&L Gates, we are looking for smart, imaginative and hard-working people with diverse backgrounds, experiences and ideas to join us. Perhaps our search for talented visionaries and your search for important and impactful work lead to the same place.

Job Summary

We are seeking a Team Lead: Digital Workplace Engineer to join the firm. The Team Lead oversees user experience, performance, and reliability of all digital workplace services firmwide. This position provides strategic, technical, and operational leadership for endpoint engineering, ensuring improved productivity, service quality, and user experience outcomes. The role sets direction, governance, and standards for workplace technologies, driving excellence and alignment across Engineering, Service Desk and Infrastructure teams. Responsibilities include eliminating user experience friction, reducing recurring issues, and delivering scalable, consistent global services through automation, standardization and disciplined execution to enhance service delivery and operational efficiency.

Key Relationships

Cloud Platform Engineering, Enterprise Applications, Security, Global Support Services, Deskside Support, Network & Collaboration, Business Stakeholders

Essential Duties

• Owning the entire digital workplace user experience while driving continuous improvement
• Establishing metrics for DEX and monitoring user sentiment to ensure alignment with objectives and enhance overall experience
• Defining standard operating procedures and RACI models while ensuring accountability is upheld consistently across all relevant areas
• Conducting root cause analysis and removing recurring issues
• Partnering with the Service Desk to minimize incidents while enhancing resolution efficiency and effectiveness
• Leading change initiatives and driving strategies to enhance user adoption effectively
• Standardizing endpoint configurations while reducing complexity
• Defining key performance indicators and delivering reports tailored for senior‑level audiences, ensuring clarity and actionable insights
• Owning escalation frameworks and incident responses
• Leading vendor performance aligned with experience service level agreements
• Driving the adoption of practical artificial intelligence solutions aligned with enhancing productivityLeading and developing the team while focusing on achieving results‑oriented expectations

Experience Skills Required

• Demonstrate proficiency in Windows, endpoint management, Azure, and automation while ensuring effective implementation and seamless operational functionality
• Demonstrate exceptional stakeholder influence and communication skills
• 7+ years in digital workplace / endpoint engineering
• Possess experience improving user experience (DEX) and service outcomes
• Demonstrate proven track record partnering with Service Desk organizations
• Possess experience driving automation, standardization, and process maturity
• Possess experience leading change management and adoption programs
• Demonstrate exceptional KPI definition and performance reporting experience

Compensation

Salary $128,000 - $249,000. The compensation salary for this position will be determined during the interview process and will vary based on multiple factors including prior experience, relevant expertise, current business needs, and market factors.

Benefits

• Medical/Prescription Drug Coverage (including a Health Savings Account feature)
• Back-up Child/Elder Care and access to a caregiving concierge
• Dental Insurance
• Wellness Program
• Vision Insurance
• Pre-tax Commuting Benefits
• 401(k) Retirement Plan and Profit Sharing
• Business Travel Accident Insurance
• Short- and Long-term Disability Protection
• Pet Insurance
• Life Insurance (including Basic, Supplemental, Spouse, Child, and Accidental Death and Dismemberment)
• Health Advocacy Services
• Paid Time Off (25-30 days per year)
• Identity Protection/Restoration and Fraud Insurance
• Parental Leave (18 weeks of which 6 are paid; short-term disability may provide additional paid time off)
• Student loan refinancing options and access to a student loan concierge service
• Paid Holidays (12)
• Addiction Resources
• Family Building Benefits
• Breast Milk Delivery and Lactation Support Services
• Flexible Spending Accounts
• Employees also may be eligible to receive bonuses and certain expense reimbursements
• Employee Assistance Program
• Professional Development and CLE Credit Opportunities
• 529 Deductions
• Relocation
• Accident Insurance
• Employee Referral Program
• Critical Illness Insurance
• Hybrid/Remote Work Opportunities
• Hospital Indemnity Insurance
• Perks including: Technology, Entertainment, and Travel Discount Programs
• Bereavement Leave
• All other benefits (such as leaves of absence) required by law

Background and Legal Notices

Notice: We participate in E-Verify in certain Firm locations for purposes of verifying employment eligibility. Please be advised that this position requires successful completion of a background check. In accordance with the Washington State Fair Chance Act, Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance, the California Fair Chance Act, and applicable law qualified California and Washington State applicants with criminal history records will be considered. A criminal history will not categorically exclude a candidate from employment, and the Firm will consider relevant factors before making employment decisions based on criminal history information. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

EQUAL EMPLOYMENT OPPORTUNITY

The Firm is an equal opportunity employer. It is the policy of the Firm that employment decisions shall be based on merit, qualifications and competence. Employment practices will not be influenced or affected by virtue of a person’s race, religion, creed, color, national origin, ancestry, citizenship, physical disability, mental disability, medical condition, genetic information, marital status, sex, pregnancy, childbirth, breastfeeding, gender identity, gender expression, sexual orientation, age, familial status, domestic violence victim status, military and veteran status, or any other characteristic protected by applicable federal, state, or local law. The Firm complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, please contact [e-mail].