Digital Workplace Services & User Entitlement

Roles and Responsibilities

• Lead the delivery of end-user computing (EUC) services, including desktops, laptops, VDI, collaboration tools, AV systems, printing, and peripheral management.
• Manage device provisioning, patching, compliance, and health monitoring using SCCM and Intune.
• Oversee application packaging, deployment, and patch management for end-user devices.
• Administer and support Microsoft 365 services to ensure smooth collaboration and productivity.
• Manage Joiner-Mover-Leaver (JML) processes, role-based access provisioning, and de-provisioning. Administer Active Directory and Azure AD for user and device access.
• Coordinate with third-party vendors for deskside support, branch coverage, field dispatch, and printer services. Ensure adherence to SLAs, track turnaround times, and manage escalations.
• Lead incident, problem, and change management processes for workplace services. Drive SLA compliance, First Contact Resolution (FCR), and quality Root Cause Analysis (RCA).
• Maintain SOPs, operational documentation, and ensure readiness during service transitions and ongoing business-as-usual operations.

Primary Skills

• Digital Workplace / EUC Operations
• Endpoint Management: SCCM, Intune
• Application Packaging & Deployment
• Microsoft 365 (O365 / M365) Administration
• User Entitlement & Access Management
• Active Directory / Azure AD
• ITSM: Incident, Request, Access, and Change Management

Secondary Skills

• Virtual Desktop Infrastructure (VDI) Support
• Vendor Coordination & Management
• Printing & Peripheral Device Services
• Endpoint Security & Compliance

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