DWS Lead

Job Description

The DWS Lead will be responsible for managing and supporting end-user computing and workplace technologies. The role requires strong technical expertise in operating systems, Active Directory, group policies, MDM solutions, and virtualization platforms. The ideal candidate must be capable of leading L1/L2 teams, ensuring service delivery excellence, driving process improvements, and collaborating with cross-functional teams for seamless workplace operations.

Key Responsibilities

• Technical Leadership & Support
• Lead the Digital Workplace Support (DWS) operations, guiding L1/L2 support teams on daily tasks and escalations.
• Act as the primary technical escalation point for workplace-related incidents and service requests.
• Ensure adherence to SLAs, KPIs, and ITIL processes across end-user services.
• End-User Computing & OS Management
• Provide advanced L2+ support for Windows OS, system performance issues, patching, upgrades, and troubleshooting.
• Manage endpoint builds, OS deployment, and device lifecycle management.
• Ensure compliance with desktop security standards and hardening guidelines.
• Good Understanding of Mobile Device Management (MDM)
• Deploy, configure, and manage devices using enterprise MDM solutions (Intune, Workspace ONE, MobileIron, etc.).
• Enforce compliance policies, device restrictions, and application deployment.
• Support bring-your-own-device (BYOD) and corporate-owned device setups.
• Aware of Virtualization Technologies
• Hands-on experience and certification in VMware Horizon / Citrix Virtual Apps & Desktops.
• Manage and troubleshoot VDI environments, policies, profiles, and session-related issues.
• Work with virtualization teams for capacity planning and performance optimization.
• Basic Network & Voice Support
• Provide L1/L2-level diagnosis for desktop-related network issues such as connectivity, DNS, DHCP, proxy, VPN, etc.
• Troubleshoot basic voice-related issues (softphones, headsets, VoIP clients).
• Coordinate with Network and Voice teams for escalated incidents.
• Documentation & Reporting
• Maintain up-to-date documentation for SOPs, knowledge base articles, build guides, and system configurations.
• Prepare weekly/monthly reports on ticket volume, service performance, problem trends, and improvement areas.
• Collaboration & Stakeholder Management
• Work closely with Infrastructure, Network, Security, Application, and Service Desk teams for seamless end-user experience.
• Engage with business stakeholders for service reviews, escalations, and improvement initiatives.
  
  

Requirements

Required Skills & Competencies

Technical Skills

• Strong knowledge of Windows OS, device management, troubleshooting.
• Good understanding of Active Directory, Group Policies, and domain services.
• Good understanding of MDM platforms (Intune / Workspace ONE / similar).
• Certification in VMware or Citrix is mandatory.
• Good understanding of PowerShell scripting.
• Basic understanding of networking concepts (TCP/IP, VLANs, DNS, DHCP, VPN).
• Basic understanding of Voice-related technologies (VoIP, SIP clients, softphones).
  
  

Leadership & Soft Skills

• Ability to guide and mentor support teams.
• Strong communication and customer-handling skills.
• Analytical mindset with focus on root cause analysis and long-term fixes.
• Ability to manage priorities, escalations, and work in a fast-paced environment.
  
  

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