Digital Workplace End-user Services Leader

Consultz is supporting our client, a leading SWF in the region, in their search for a visionary and hands-on Digital Workplace – End-user Services – Leader.

The incumbent is responsible for leading the enterprise helpdesk function and delivering an outstanding end-user technology experience. This role oversees the design, delivery, and continuous improvement of IT support services, ensuring responsive, consistent, and high-quality support through modern channels including automation, AI, and self-service. The role will transition the service desk from a traditional SLA-driven model to one focused on experience-level outcomes (XLAs), user empowerment, and proactive service delivery.

Key Accountabilities

Managerial Responsibilities

• Lead and manage the Digital Workplace team, including service desk staff, team leads, and technical support engineers.
• Develop team goals and KPIs aligned with IT strategy and organizational objectives.
• Provide coaching, performance management, and professional development for direct reports.
• Ensure staffing, scheduling, and resource management aligns with business support requirements.
• Represent the Digital Workplace function in IT governance, steering committees, and stakeholder forums.

Core Responsibilities

Service Delivery & Experience

• Ensure reliable, timely, and high-quality support for end users across all digital platforms and services.
• Define and implement Experience-Level Agreements (XLAs) and other outcome-driven KPIs (FCR, TTR, CSAT, AI Assist Rate).
• Develop and execute a roadmap to modernize the helpdesk through automation, self-service, and proactive monitoring.

ITSM and Operational Excellence

• Own and evolve core ITIL processes including Incident, Request, Problem, and Knowledge Management.
• Lead Root Cause Analysis (RCA) reviews and implements corrective and preventive actions.
• Manage and enhance ITSM platforms (e.g., ServiceNow, Freshservice), workflows, and dashboards.

Governance and Continuous Improvement

• Establish operational cadences including weekly reviews, strategic trackers, and monthly service performance meetings.
• Track service performance, user feedback, and metrics that matter to drive continual service improvement.
• Collaborate with other IT functions and business stakeholders to align IT support with organizational needs.

Stakeholder Engagement

• Act as a key liaison between IT and business teams to ensure alignment, transparency, and responsiveness.
• Drive adoption and satisfaction of digital tools through training, change management, and communications.
• Proactively surface risks, dependencies, and trends across projects and business units.

People Management Responsibilities

• Lead and manage the Digital Workplace team, including service desk staff, team leads, and technical support engineers.

Requirements

Qualification and Experience

Education and Certification

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field (required).
• ITIL Foundation certification (required); ITIL Intermediate or Managing Professional (preferred).
• Relevant certifications in Microsoft, ServiceNow, or other enterprise IT platforms (preferred).
• Project Management or Agile certifications (PMP, PRINCE2, Scrum) are advantageous.

Knowledge and Skill

Experience

• Minimum of 10 years of experience in IT service delivery, end-user support, or helpdesk leadership roles.
• Proven experience managing service desks in modern enterprise environments.
• Demonstrated ability to lead modernization initiatives, including implementation of AI/automation and XLA frameworks.
• Experience in vendor/partner management and delivery of enterprise support services.
• Background in managing cross-functional teams and delivering results in a matrix environment.