Digital Workplace Lead

Job Description

OB TITLE: Digital Workplace LeadTEAM: INFRASTRUCTUREDIRECT REPORTS: 3LOCATION: CENTRE OF EXCELLENCEWORKING HOURS: 37.5REPORTS TO: Digital Workplace ManagerMAIN PURPOSE OF JOB:The role is focused on the delivery and management of the engineering operations support function, project support on digital workplace roadmap and the provision of 2nd to 3rd line support, however duties will at times extend to other areas.ROLE REQUIREMENTS:Please note your job and role title may be changed subject to operational requirements.Key Responsibilities-Management:* Day to Day line management of the Engineering Operations Staff* Deputise for the Digital Workplace Manager as a development opportunity and to cover annual leave.Operational and Project :* Mentor and develop team members to ensure they are supported and up-skilled appropriately.* Take lead in the teams day to day activities, demand, escalations, and reporting.* Prompt analysis and resolution of escalated issues and problems encountered by customers. The role provides 2nd to 3rd line support behind the Service and Operations teams* Proactive maintenance of the Digital workplace to ensure cyber security compliance through preventative maintenance/patch management, security by design principles and industry best practices.* Product ownership. Supporting SMEs in delivering a fit for purpose 2nd to 3rd line service specifically around Unified Communications and Telephony platforms.* Support team members in shift left activities and upskilling of L1 teams to reduce the operational run within the team.* Proactively own the teams service requests and incidents to ensure consistent achieving >90% of all SLA targets* Liaison with customers and 3rd party suppliers in respect of service and product provision.* Ensuring availability and reliability of services and products. This includes performance analysis, preventative maintenance, and capacity planning.* Assisting the Digital Workplace Manger in planning the development of services to meet anticipated demand and changes in user requirements and / or technologies.* Business-needs analysis in support of service and product improvement proposals. Keeping abreast of developments in relevant technologies and 3rd party services.* The timely delivery of approved projects, including preparation and deployment of service support tools and training materials for other IT teams.Customer Support:* Proactively taking ownership of Technology Support issues as they relate to specific sites as defined by the Digital Workplace Manager.* Ownership of endpoint estate (Computers and peripherals), Video Conferencing, Audio Visual and Telephony issues in regional sites either through active engagement with third party vendors or by travelling when required.* Recording and fielding customer problems and service requests on-site and liaising with the Technology Service Desk and Technology back office departments to ensure they are appropriately tracked and escalated.* Escalating problems to internal and external 2nd level support (other Group Technology resources and 3rd party suppliers) as appropriate and acting as a resource to implement solutions under 3rd level support direction.* Providing liaison between the regional customers and Group Technology, with the twin aims of ensuring that Group Technology understands the customers needs and concerns, and that the customers understand Group Technologys plans and assumptions.* Role may involve work outside of core hours including when travelling to regional and international sites.* Working in collaboration with Global Site support colleagues to identify trends/ patterns in problem management and to work collaboratively to resolve these.PERSON SPECIFICATION-Knowledge & Experience, Key Competencies & Qualifications relevant to the Role.Knowledge & Experience:* Experience of supporting Digital Workplace environments and Microsoft 365 suite* Experience of managing and troubleshooting Windows 10 deployments.* Knowledge of Microsoft server and desktop technologies.* Previous experience of the Appsense suite of products.* A well-rounded IT professional able to effectively manage a balance of project, operational and support responsibilities.Experience of technical environments including:o M365 Suiteo Group Policyo Microsoft Exchangeo Enterprise Vaulto Cisco Iron Porto Windows 10o Intuneo SCCMo Microsoft Server Suiteo Varied Hardware exposureo AppSense Environment Manager (used for profile management)Qualifications:* Degree or equivalent in field of Information Technology preferable* Secondary education with Maths and English GCSE or equivalentKey Competencies:* Management & Leadership* Collaboration & Inclusion* Customer Focus* Insight & Analysis* Influencing & Negotiation* Listening & CommunicationApply with an up to date version of your CV.SThree are committed to ensuring equal opportunities, fairness of treatment, dignity, work-life balance and the elimination of all forms of discrimination in the workplace for all staff and job applicants.