Tower Lead (Support & Operations)

Job Summary

Role Summary

The DWP Operations Manager cum Technical Lead will be responsible for end-to-end Digital Workplace operations, ensuring service stability, SLA/KPI achievement, customer satisfaction, security compliance and continuous improvement. The role requires strong operational leadership combined with hands-on technical expertise across modern workplace technologies.

Key Responsibilities

Key Responsibilities

Operations & Service Management

• Own day-to-day DWP operations and overall service performance.
• Manage Incidents, Major Incidents, Problems, Changes and Service Requests aligned with ITIL practices.
• Drive SLA/KPI performance including CSAT, MTTR, backlog, ageing, availability and incident trends.
• Lead Major Incident calls, technical bridges and root-cause/problem management.
• Conduct daily/weekly operational reviews and customer governance.
• Ensure effective shift management, resource utilisation and operational coverage.
• Drive audit readiness, security compliance, access reviews and operational controls.
• Identify recurring issues and implement permanent corrective actions.

Technical Leadership

• Act as technical escalation point for complex DWP incidents.
• Provide hands-on troubleshooting and RCA support across:
  • Windows 10/11 and endpoint technologies
  • Microsoft Intune / Endpoint Manager
  • Microsoft Entra ID / Active Directory
  • Microsoft 365
  • Microsoft Teams
  • Exchange Online / Outlook
  • OneDrive and SharePoint
  • Autopilot and device provisioning
  • SCCM/MECM and software distribution
  • Endpoint security, patching and vulnerability remediation
  • Printing and workplace peripheral services
• Review technical changes and ensure appropriate risk assessment, testing and rollback planning.
• Work with L2/L3, infrastructure, network, security and application teams for cross-functional troubleshooting.

Automation & Transformation

• Identify opportunities for shift-left, self-service and automation.
• Drive reduction of repetitive incidents and manual operational activities.
• Support adoption of ServiceNow automation, Virtual Agent, Microsoft Copilot/AI and proactive endpoint management, where applicable.
• Use operational data to identify problem areas, automation candidates and improvement opportunities.

People & Customer Management

• Lead technical resources and ensure clear ownership and accountability.
• Coach team members and improve technical capability through cross-skilling.
• Coordinate with customer stakeholders, OEMs and internal resolver groups.
• Provide concise management reporting on service health, risks, major incidents, RCA, capacity and improvement actions.

Skill Requirements

Required Experience

• 8–12+ years of IT/Digital Workplace experience, with significant experience managing DWP/EUC operations.
• Strong hands-on understanding of Microsoft 365, Intune, Entra ID, Windows, SCCM/MECM and endpoint management.
• Strong understanding of ITIL Incident, Problem, Change and Request Management.
• Experience managing enterprise-scale workplace operations and Major Incidents.
• Strong analytical, troubleshooting and RCA capabilities.
• Experience with ServiceNow or an equivalent ITSM platform.
• Good customer-facing, governance and stakeholder-management skills.
• Ability to work as both an Operations Manager and Technical SME, rather than only delegating technical issues.

Other Requirements

Preferred Skills / Certifications

• ITIL 4 Foundation or higher
• Microsoft 365 / Intune / Azure certifications
• ServiceNow exposure
• PowerShell scripting and workplace automation
• Experience with AIOps, observability and GenAI-based service-management solutions

Key Success Measures

• SLA/KPI achievement
• Reduction in P1/P2 and recurring incidents
• Improved MTTR and backlog ageing
• High CSAT
• Timely RCA and corrective-action closure
• Endpoint/security compliance
• Increased automation and shift-left
• Improved team technical capability