Job Description

The DWS Lead will be responsible for managing and supporting end‑user computing and workplace technologies. The role requires strong technical expertise in operating systems, Active Directory, group policies, MDM solutions, and virtualization platforms. The ideal candidate must be capable of leading L1/L2 teams, ensuring service delivery excellence, driving process improvements, and collaborating with cross‑functional teams for seamless workplace operations.

Key Responsibilities

• Technical Leadership & Support – Lead the Digital Workplace Support (DWS) operations, guiding L1/L2 support teams on daily tasks and escalations.
• Primary technical escalation point for workplace‑related incidents and service requests.
• Ensure adherence to SLAs, KPIs, and ITIL processes across end‑user services.
• Provide advanced L2+ support for Windows OS, system performance issues, patching, upgrades, and troubleshooting.
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