Workplace Team Lead

Job Overview

We are seeking an experienced Workplace Team Lead to oversee the delivery of end-user computing and workplace technology services within a large enterprise environment.

This role is responsible for leading a team of IT support professionals, ensuring high-quality service delivery, managing operational escalations, and maintaining a reliable and secure workplace technology environment. The successful candidate will work closely with business stakeholders, technical teams, and service providers to ensure excellent user experience and operational performance.

The ideal candidate will possess strong leadership capabilities, hands-on technical knowledge, and proven experience managing workplace support operations in a fast-paced environment.

Key Responsibilities

Team Leadership & Service Management

• Lead and manage a team responsible for workplace technology and end-user support services.
• Provide coaching, guidance, and technical leadership to team members.
• Plan and allocate resources to ensure service commitments and operational objectives are achieved.
• Monitor team performance and drive continuous improvement initiatives.
• Ensure support activities are delivered in accordance with established service levels and operational standards.

Incident, Request & Escalation Management

• Act as the primary escalation point for complex technical and operational issues.
• Oversee incident and service request management to ensure timely resolution.
• Coordinate with infrastructure, application, network, and vendor teams to resolve cross-functional issues.
• Perform root cause analysis and implement preventive measures to reduce recurring incidents.
• Support major incident management and service recovery activities.

Workplace Technology & End User Computing

• Manage support services for desktops, laptops, mobile devices, printers, and collaboration technologies.
• Oversee device deployment, replacement, refresh, and lifecycle management activities.
• Ensure workplace systems remain secure, compliant, and operationally efficient.
• Support software installations, operating system upgrades, endpoint patching, and compliance activities.
• Drive initiatives to improve end-user experience and workplace productivity.

Asset & Inventory Management

• Maintain oversight of IT asset inventory and equipment lifecycle processes.
• Ensure accurate asset tracking and inventory records.
• Monitor stock levels and coordinate procurement or replacement activities when required.
• Support audits and asset reconciliation exercises.

Stakeholder & Vendor Management

• Build strong working relationships with business users and stakeholders.
• Act as the key operational contact between business teams and IT support functions.
• Manage vendor performance and ensure service providers meet agreed deliverables.
• Participate in operational and service review meetings with stakeholders.

Reporting, Governance & Continuous Improvement

• Track operational metrics, service performance, and support trends.
• Prepare management reports on service delivery, SLA achievement, and team performance.
• Identify opportunities to improve processes, service quality, and operational efficiency.
• Ensure compliance with IT governance, security policies, and audit requirements.
• Maintain support documentation, knowledge articles, and operational procedures.

Project & Change Support

• Support workplace technology projects, system upgrades, and infrastructure initiatives.
• Participate in testing, deployment, and implementation activities.
• Ensure operational readiness and smooth transition of new services into production support.
• Collaborate with project teams to support successful delivery outcomes.

Requirements

Qualifications & Experience

• Diploma or Degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Minimum 5 years of experience in end-user computing, workplace support, desktop services, or IT operations.
• At least 2 years of experience leading or supervising technical support teams.
• Proven experience supporting enterprise-scale IT environments.
• Experience managing service delivery and operational support functions.

Technical Skills

• Strong knowledge of Windows desktop operating systems and enterprise workplace environments.
• Experience supporting Microsoft 365, Active Directory, and endpoint technologies.
• Familiarity with endpoint management solutions such as Intune, SCCM, MECM, or similar tools.
• Knowledge of desktop deployment, software distribution, patch management, and device lifecycle management.
• Experience with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, Jira Service Management, or equivalent.
• Understanding of networking fundamentals including TCP/IP, DNS, and DHCP.
• Knowledge of workplace technologies, collaboration platforms, and endpoint security practices.

Preferred Skills

• ITIL Foundation certification or equivalent service management experience.
• Experience managing SLAs, KPIs, and operational reporting.
• Strong stakeholder engagement and communication skills.
• Exposure to workplace transformation, endpoint security, or digital workplace initiatives.
• Experience driving process improvement and service optimization projects.

Personal Attributes

• Strong leadership and people management capabilities.
• Excellent problem-solving and analytical skills.
• Customer-focused with a commitment to service excellence.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong communication and stakeholder management skills.
• Proactive, adaptable, and results-oriented.

Please send your detailed resume in MS Word format to [email protected] with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability