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

1.
Technical Leadership & Support

• 
  Lead the Digital Workplace Support (DWS) operations, guiding L1/L2
  support teams on daily tasks and escalations.
• 
  Act as the primary technical escalation point for workplace-related
  incidents and service requests.
• 
  Ensure adherence to SLAs, KPIs, and ITIL processes across end-user
  services.

2. End-User
Computing & OS Management

• 
  Provide advanced L2+ support for
  Windows OS
  , system
  performance issues, patching, upgrades, and troubleshooting.
• 
  Manage endpoint builds, OS deployment, and device lifecycle
  management.
• 
  Ensure compliance with desktop security standards and hardening
  guidelines.

4. Good
Understanding of Mobile Device Management (MDM)

• 
  Deploy, configure, and manage devices using enterprise MDM
  solutions (Intune, Workspace ONE, MobileIron, etc.).
• 
  Enforce compliance policies, device restrictions, and application
  deployment.
• 
  Support bring-your-own-device (BYOD) and corporate-owned device
  setups.

5. Aware of
Virtualization Technologies

• 
  Hands-on experience and certification in
  VMware Horizon / Citrix
  Virtual Apps & Desktops
  .
• 
  Manage and troubleshoot VDI environments, policies, profiles, and
  session-related issues.
• 
  Work with virtualization teams for capacity planning and
  performance optimization.

7. Basic
Network & Voice Support

• 
  Provide L1/L2-level diagnosis for desktop-related network issues
  such as connectivity, DNS, DHCP, proxy, VPN, etc.
• 
  Troubleshoot basic voice-related issues (softphones, headsets, VoIP
  clients).
• 
  Coordinate with Network and Voice teams for escalated incidents.

8.
Documentation & Reporting

• 
  Maintain up-to-date documentation for SOPs, knowledge base
  articles, build guides, and system configurations.
• 
  Prepare weekly/monthly reports on ticket volume, service
  performance, problem trends, and improvement areas.

9.
Collaboration & Stakeholder Management

• 
  Work closely with Infrastructure, Network, Security, Application,
  and Service Desk teams for seamless end-user experience.
• 
  Engage with business stakeholders for service reviews, escalations,
  and improvement initiatives.

Requirements

Required
Skills & Competencies

Technical
Skills

• 
  Strong knowledge of
  Windows OS
  , device management,
  troubleshooting.
• 
  Good understanding of
  Active Directory, Group Policies
  , and
  domain services.
• 
  Good understanding of
  MDM platforms
  (Intune / Workspace ONE
  / similar).
• 
  Certification in
  VMware or Citrix
  is mandatory.
• 
  Good understanding of
  PowerShell scripting
  .
• 
  Basic understanding of
  networking concepts
  (TCP/IP, VLANs,
  DNS, DHCP, VPN).
• 
  Basic understanding of
  Voice-related technologies
  (VoIP, SIP
  clients, softphones).

Leadership
& Soft Skills

• 
  Ability to guide and mentor support teams.
• 
  Strong communication and customer-handling skills.
• 
  Analytical mindset with focus on root cause analysis and long-term
  fixes.
• 
  Ability to manage priorities, escalations, and work in a fast-paced
  environment.