Workplace Experience Coordinator

Description

Summary: The Workplace Experience Coordinator ensures IESE's digital workplace, including productivity tools, managed devices, and end-user services, operates reliably and securely for staff, faculty, and participants across all campuses. Highlights: 1. Lead product owner for Microsoft 365 ecosystem 2. Manages full device lifecycle and asset management 3. Ensures consistent service experience across all campuses **Role Overview** The Workplace Experience Coordinator ensures that IESE's digital workplace — productivity tools, managed devices and end\-user services — operates reliably, securely and in line with the needs of staff, faculty and participants across all IESE campuses. The role combines product ownership of the Microsoft 365 ecosystem with operational responsibility for the full device lifecycle, user support and service quality, acting as the single point of accountability for the workplace experience at IESE **Key responsibilities** Productivity Tools \& Adoption (Microsoft 365\) * Acts as the lead product owner for IESE's productivity tools ecosystem (Microsoft 365, including Teams, SharePoint, OneDrive and related collaboration services). * Develops and maintains governance, standards and policies for how productivity tools are deployed and used across the institution. * Delivers in\-person and remote training sessions to staff on how to leverage productivity tools effectively in their daily work. * Produces training materials, quick guides and communications to help staff adopt new features and ways of working. * Drives the adoption of approved collaboration tools and identifies opportunities to retire redundant solutions. * Keeps abreast of new features from productivity technology providers and translates their impact into actionable recommendations for IESE. * Supports onboarding of new staff so they can quickly understand how to work productively within IESE's digital workplace. Device \& Asset Management * Manages the full device lifecycle across all campuses: procurement, imaging, deployment, maintenance, refresh and secure retirement. * Owns the governance of managed devices through Intune / MDM, ensuring consistent configuration, compliance and security baselines on the endpoint. * Collaborates with the Cybersecurity team to enforce endpoint policies (encryption, patching, compliance) and respond to device\-related security events. * Maintains accurate inventory and asset records for the full fleet of IESE workplace devices, ensuring data quality and auditability. * Coordinates annual hardware renewals, aligning budget planning with business needs and institutional priorities. * Manages relationships with workplace\-related vendors (hardware suppliers, leasing partners, recycling providers), negotiating service levels and continuity. User Support \& Service Operations * Troubleshoots and resolves technical issues for in\-house and remote staff and participants, managing the full lifecycle of assigned tickets and requests. * Ensures a consistent service experience across all IESE campuses, acting as escalation point for complex workplace incidents. * Provides workplace support during key institutional events and critical moments when required. * Handles sensitive requests from senior stakeholders with a strong customer service orientation. * Coordinates with other IT areas (Infrastructure, Applications, Cybersecurity) to ensure end\-to\-end resolution of cross\-functional issues. Reporting \& Continuos Improvement * Defines, tracks and reports on workplace service KPIs and SLAs, producing accurate and timely reports for Technology Services management. * Analyses service statistics to identify recurring issues, improvement opportunities and automation candidates. * Contributes to the workplace roadmap and participates in IT projects related to digital workplace modernization. * Proposes initiatives to continuously improve user experience, efficiency and security of the workplace service. Education and Experience * Bachelor's degree in Computer Science, Engineering, Information Systems or related field, or equivalent professional experience. * 3–5 years of experience in IT roles focused on digital workplace, end\-user computing or IT support. * Experience in higher education, professional services or environments with demanding executive users is a plus. Technical Skills * Strong hands\-on expertise in Microsoft 365 administration (licensing, Teams, SharePoint, OneDrive governance). * Proven experience with Intune / MDM solutions and end\-to\-end device lifecycle management. * Working knowledge of Entra ID (Azure AD), identity management and endpoint security principles. * Familiarity with ITSM best practices; ITIL Foundation certification is valued. * Experience with service reporting, SLA management and ticketing platforms. * Experience managing IT vendors, contracts and hardware renewals. * Demonstrated ability to manage projects from initiation to closure. Languages * Fluent English (written and spoken) — essential. * Fluent Spanish — required. * Catalan is valued. Soft skills * Strong customer service orientation, including experience dealing with senior managers and executive stakeholders. * Excellent oral and written communication skills. * Strong teamwork and cross\-functional collaboration skills. * Ability to lead and facilitate meetings and training sessions with confidence. * Experience training end users at different levels of digital maturity. * Easily adapts to changing priorities and thrives in a service\-oriented environment. * Availability to travel occasionally to other IESE campuses. Key performance Indicators Success in the role will be measured, among others, through the following indicators: * User satisfaction (CSAT) on workplace services. * SLA compliance on workplace tickets and requests. * Percentage of devices under MDM governance and compliant with security baselines. * Adoption metrics for Microsoft 365 collaboration tools. * Timely execution of annual hardware renewal and refresh cycles. * Accuracy and completeness of the workplace asset inventory. Working conditions * Primary base at IESE's Barcelona campus, with coordination responsibilities across all IESE campuses. * Hybrid work arrangement in line with IESE policy. * Occasional availability to support key institutional events outside standard working hours.