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
1.
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.
2. 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.
4. 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.
5. 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.
7. 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.
8.
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.
9.
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.
Skills Required
- Strong knowledge of Windows OS and device management
- Good understanding of Active Directory and Group Policies
- Certification in VMware or Citrix
- Good understanding of MDM platforms (Intune / Workspace ONE)
- Good understanding of PowerShell scripting
What We Do
Blue Pearl is a market-leading CLOUD Solutions developer with extensive knowledge and insight into the latest technologies, standardised processes, advanced technical capabilities and consulting processes available, ensuring wholistic success for our clientele. We offer professional consulting to compliment your business strategy and overall management and make it our priority to add value to any business by listening, analysing and creating a conducive solution that will empower our client. We implement a Data Analysis Process that includes inspecting, cleansing, transforming, and modelling data with the end-goal of discovering useful information, informing conclusions, and relevant information to support your decision-making. Your business cannot afford not to engage with us, allowing our data analysis to play a role in making your business decisions more scientific and helping your business achieve effective operation. Blue Pearl’s team of experts include BI strategists, BI analysts, Data Warehouse Architects, Data Scientists, Implementation and Development experts. With the use of BI, Analytics and Big Data, we effectively partner with our customers on their mission to achieve a competitive business advantage and real ROI from the structured information we collect.
