Digital Workspace Team Leader

About the role

The Digital Workspace Team Leader is responsible for leading the Digital Workspace function to deliver modern workplace technologies, seamless end‑user support, compliance governance, and automation‑enabled services across the organization. The role manages Digital Workspace Officers and Specialists, ensuring high service standards, strong user experience, device lifecycle excellence, and continuous improvement of digital workplace capabilities.

Key responsibilities

• Lead, coach, and manage Digital Workspace Officers and Specialists to ensure efficient service operations.
• Allocate workloads, monitor performance, and ensure SLA compliance across support services.
• Oversee support for collaboration platforms, endpoint devices, virtual desktops, email, and productivity tools, ensuring reliable daily operations for Microsoft 365, Teams, SharePoint, OneDrive, and related services.
• Enforce hardware, software, asset management, and endpoint compliance standards and maintain audit readiness.
• Identify automation opportunities, partner with automation teams to implement self‑service workflows, chatbots, and RPA solutions.
• Monitor Digital Employee Experience metrics, promote tool adoption through training and awareness campaigns.
• Oversee deployment, refresh, onboarding, and lifecycle management of end‑user devices, ensuring compatibility, security, and performance.
• Produce dashboards covering SLA performance, compliance status, automation impact, and user trends, providing insights for service optimization.

Required profile

• Strong expertise in Microsoft 365, Intune, Azure AD, collaboration, and endpoint tools.
• Solid understanding of ITIL processes, service management, and SLA governance.
• Knowledge of chatbots, RPA, self‑service workflows, and service optimization tools.
• Excellent communication and user‑engagement capabilities.
• Analytical mindset with ability to interpret metrics and improve workplace performance.
• Experience managing Microsoft 365, endpoint environments, and workplace automation programs.
• Minimum 5+ years in end‑user computing, digital workspace, or IT support environments.

Required skills

• Microsoft 365
• Intune
• Azure AD
• ITIL
• Chatbots
• Robotic Process Automation (RPA)
• Self‑service workflow design
• Endpoint management tools