Lead, Modern Workplace Support (Enterprise IT)

DXC Technology Company; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

DXC Technology seeks a Modern Workplace Support Lead to oversee end-user support within a major enterprise transformation programme. You will manage L1/L2 support for Microsoft 365, endpoints, collaboration tools and peripherals, driving timely incident resolution and service quality.

You will coordinate device deployment, patching and asset lifecycle activities, while coaching engineers and delivering monthly reports to stakeholders.

Qualifications

• Proven experience as a Desktop Support Engineer or similar.
• Experience leading an end-user support team.
• Strong hands-on knowledge of desktop hardware and consumer/workplace OS.
• Experience supporting Microsoft 365, Outlook, Teams, Windows endpoints and mobile devices.
• Knowledge of IT service management platforms such as ServiceNow or Remedy.
• Understanding of ITIL incident, request, problem and change management processes.

Responsibilities

• Coordinate daily L1 and L2 support activities, prioritising workloads and ensuring ticket ownership.
• Monitor incident and service request resolution against SLAs.
• Manage escalations to specialist teams and vendors, maintaining clear communication with users.
• Coach support engineers and maintain troubleshooting guides and support procedures.
• Identify recurring issues and contribute to problem management and service improvements.
• Prepare service reports covering ticket performance and improvement actions.

Skills

End-user support

Team leadership

Microsoft 365

Endpoints

ITIL knowledge

Tools

ServiceNow

Remedy

Job description

DXC Technology seeks a Modern Workplace Support Lead to oversee end-user support within a major enterprise transformation programme. You will manage L1/L2 support for Microsoft 365, endpoints, collaboration tools and peripherals, driving timely incident resolution and service quality.

You will coordinate device deployment, patching and asset lifecycle activities, while coaching engineers and delivering monthly reports to stakeholders.