Tech Lead

As a Workplace Tech Lead, you will act as the senior technical lead for onsite workplace and end-user support, delivering a high-quality service while guiding and mentoring desktop support teams. You will be the primary escalation point for complex incidents across end-user computing, Microsoft 365, networking, cloud services and meeting-room technology, ensuring workplace services are delivered effectively and aligned with corporate standards.,

• Provide technical direction, support and hands-on guidance to onsite desktop and workplace support teams.
• Mentor junior team members and support knowledge transfer across the onsite service.
• Act as the primary escalation point for complex workplace incidents and technical issues.
• Liaise with DXC Level 3 and Level 4 engineering, architecture and security teams to resolve complex problems.
• Oversee desktop support services, including support for VIP and senior business users.
• Participate in incident and problem management to identify root causes and drive effective resolutions.
• Review and approve service requests, change requests and global changes.
• Troubleshoot Windows 11, Microsoft 365, Outlook, Teams, hardware, mobile devices, printers, networking and meeting-room or audio-visual equipment.
• Manage ServiceNow ticket reviews and approvals, ensuring stakeholders receive accurate and professional updates.
• Oversee workplace-related network systems and support Azure, AWS and GCP environments in coordination with regional teams.
• Support cyber security patching, vulnerability remediation, incident response, data privacy and security controls.
• Monitor and report key risk indicators, including inventory, software distribution, antivirus updates and patch management.
• Lead or support continual-improvement projects, infrastructure enhancements, process improvements and hardware refreshes.
• Maintain accurate technical documentation, end-user guidance and operational reporting.
  
  Strong experience supporting and troubleshooting Windows 11, Microsoft 365, Outlook and Teams.
• Hands-on knowledge of Active Directory, Azure and Windows Server administration.
• Experience supporting audio-visual, videoconferencing and meeting-room equipment, printers and mobile devices.
• Good networking fundamentals and the ability to complete basic network troubleshooting.
• Experience using ServiceNow or an equivalent service-management platform for ticket logging, tracking and approvals.
• Strong troubleshooting, analytical and problem-solving skills.
• Experience providing technical leadership, mentoring junior staff and supporting VIP users.
• Excellent communication and customer-service skills, with the ability to bridge technology and business needs.
• Ability to prioritise competing demands and work effectively in a fast-paced onsite environment.
Desirable Skills:
• Experience with AWS or GCP in addition to Microsoft Azure.
• Cyber security fundamentals, vulnerability remediation and data-governance knowledge.
• Basic project-management experience and exposure to DevOps tools or practices.
• A degree or diploma in Computer Science, Information Systems or a related IT discipline.
• Typically three to five years of experience in workplace IT support, infrastructure or systems administration within an enterprise or regulated environment.
• ITIL certification.
  
  May include periodic out-of-hours standby, occasional weekend or incident support, and annual business-continuity testing.