DWS Lead

Blue Pearl HQ; Taguig; On-site; PHP 892,800 - 1,339,200; Full time

Job summary

A leading IT service provider is looking for a DWS Lead to manage end-user computing and workplace technologies. The ideal candidate will provide technical leadership and support, leading L1/L2 teams, ensuring service delivery excellence, and driving process improvements. Strong expertise in Windows OS, Active Directory, and MDM solutions is required. The role is full-time and situated in Taguig, Philippines.

Qualifications

• Strong knowledge of Windows OS, device management, and troubleshooting.
• Good understanding of Active Directory and Group Policies.
• Basic understanding of networking concepts including TCP/IP and DHCP.

Responsibilities

• Lead Digital Workplace Support operations and teams.
• Manage endpoint builds, OS deployment, and security compliance.
• Provide advanced support for Windows OS and troubleshooting.

Skills

Windows OS

Active Directory

MDM solutions

VMware

PowerShell scripting

Networking concepts

Voice-related technologies

Education

Certification in VMware or Citrix

Job description

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.
• Primary technical escalation point for workplace‑related incidents and service requests.
• Ensure adherence to SLAs, KPIs, and ITIL processes across end‑user services.
• 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.
• Deploy, configure, and manage devices using enterprise MDM solutions (Intune, Workspace ONE, MobileIron, etc.).
• Enforce compliance policies, device restrictions, and application deployment.
• Support BYOD and corporate‑owned device setups.
• Hands‑on experience and certification in VMware Horizon or Citrix Virtual Apps & Desktops.
• Manage and troubleshoot VDI environments, policies, profiles, and session‑related issues.
• Provide L1/L2‑level diagnosis for desktop‑related network issues (connectivity, DNS, DHCP, proxy, VPN, etc.).
• Troubleshoot basic voice‑related issues (softphones, headsets, VoIP clients).
• Coordinate with Network and Voice teams for escalated incidents.
• 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.
• 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

Technical Skills

• Strong knowledge of Windows OS, device management, and 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.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Other

Industries

IT Services and IT Consulting