Senior Digital Workspace Technician
PayInc
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Job summary
PayInc seeks a Senior Digital Workplace Specialist to provide technical leadership across the End User Technology environment. You will oversee enterprise endpoint management, digital workplace platforms, and monitoring to ensure secure, resilient, and efficient services that align with business goals.
You will coordinate the Digital Workplace team, handle escalation, and drive continuous service improvements with strong ITIL-based processes.
Qualifications
- Bachelor’s degree or equivalent in IT or related field.
- ITIL Foundation cert (V4 preferred) and MS certs are highly desirable.
- Experience with enterprise end-user technologies and ITIL-based service management.
- Strong leadership in complex IT environments and stakeholder management.
- Proven ability to coordinate large technical teams and incidents.
Responsibilities
- Provide senior technical leadership and governance for end-user tech.
- Coordinate daily Digital Workplace Support activities and SLA adherence.
- Act as escalation point for complex incidents and service requests.
- Oversee endpoint lifecycle management and security compliance.
- Monitor and report on service performance and improvements.
- Lead IT security incident response and remediation.
Skills
Education
Tools
Job description
The primary purpose of this role is to provide senior technical leadership and operational coordination across the End User Technology environment, ensuring the availability, security, performance and continual improvement of enterprise end-user services.
The primary purpose of this role is to provide senior technical leadership and operational coordination across the End User Technology environment, ensuring the availability, security, performance and continual improvement of enterprise end-user services.
Be responsible for leading the day-to-day delivery of Digital Workplace Support services through technical leadership, work coordination and operational governance. The incumbent provides advanced technical expertise across enterprise endpoint management, digital workplace technologies, virtual desktop platforms, Microsoft 365 services, enterprise monitoring and end-user service operations while acting as the technical escalation point for the Digital Workplace Support team.
The role drives continuous service improvement, researches future-fit workplace technologies, supports solution design and deployment, coordinates endpoint-related IT Security incident response, oversees software licence governance and provides operational reporting to stakeholders. The Senior Digital Workplace Support Specialist plays a critical role in enabling business productivity by ensuring enterprise workplace technologies remain secure, resilient, compliant and aligned to organisational strategy.
- Directors
- Exco
- Employees
- Production focused support teams
- Operations centre
- Architecture
- Project Management Office
- External Vendors and Technology Partners
- Provide senior technical leadership, operational governance and service ownership across the enterprise end-user technology environment, including physical endpoint devices, digital workplace platforms, enterprise applications and enterprise monitoring services.
- Drive the design, implementation, continual improvement and operational support of workplace technologies, while coordinating security response activities, technology innovation and stakeholder reporting to ensure secure, resilient, compliant and high-performing digital workplace services aligned to business objectives.
- Coordinate daily Digital Workplace Support activities across the team.
- Act as the primary technical escalation point for complex incidents and service requests.
- Allocate, prioritise and coordinate workload to ensure SLA achievement.
- Ensure service requests, incidents and problems are resolved in accordance with ITIL practices.
- Perform technical quality assurance on completed work.
- Drive root cause analysis and implementation of permanent corrective actions.
- Coordinate major incident activities affecting Digital Workplace services.
- Review service performance and recommend continual service improvements.
- Support operational readiness for new technology implementations.
- Coordinate enterprise endpoint lifecycle management.
- Oversee Microsoft Intune, Microsoft Entra ID and endpoint compliance activities.
- Coordinate Windows Autopilot deployments.
- Support Microsoft 365 productivity platforms.
- Support AWS WorkSpaces and Microsoft Azure Virtual Desktop (AVD) environments.
- Coordinate enterprise software deployment and application lifecycle activities.
- Maintain Digital Workplace technology standards.
- Ensure availability of Microsoft Teams Rooms and collaboration technologies.
- Review endpoint compliance and operational health.
- Monitor enterprise endpoint health and Digital Workplace performance.
- Review operational dashboards and monitoring alerts.
- Coordinate proactive remediation before business impact occurs.
- Analyse service trends and recurring incidents.
- Produce operational health reporting and service metrics.
- Coordinate operational recovery activities during service disruptions.
- Recommend improvements to service reliability and user experience.
- Evaluate future-fit Digital Workplace technologies.
- Research endpoint management and automation solutions.
- Conduct technical proof-of-concept activities.
- Recommend technology improvements aligned to business strategy.
- Monitor vendor roadmaps and technology trends.
- Identify automation opportunities that improve operational efficiency.
- Coordinate Digital Workplace activities during IT Security incidents.
- Support endpoint investigation, containment and recovery.
- Coordinate vulnerability remediation activities.
- Review endpoint compliance against corporate standards.
- Support audit activities and governance initiatives.
- Ensure adherence to security policies and technology standards.
- Produce weekly operational dashboards.
- Produce monthly service performance reports.
- Present SLA and KPI performance.
- Report operational risks and mitigation plans.
- Provide technology health updates.
- Present continual improvement initiatives.
- Bachelor’s Degree in Information Technology, Computer Science, Informatics or related discipline.
- ITIL Foundation certified (V4 preferred)
- Microsoft Certified (Modern Desktop Administrator, Endpoint Administrator or equivalent) (Required)
- Microsoft 365 Administration (Preferred)
- Microsoft Intune Administration (Preferred)
- Microsoft Entra ID Administration (Preferred)
- AWS Certified Cloud Practitioner (Required)
- Understanding of AWS WorkSpaces and Microsoft Azure Virtual Desktop (Required)
- Enterprise Endpoint Management (Preferred)
- Information Security principles (Preferred)
- Project Management fundamentals.
- Minimum 6-8 years experience within End User Technology, Enterprise Support or Digital Workplace environment.
- Demonstrated experience acting as a senior technical resource or technical lead.
- Experience coordinating technical teams or workstreams within an IT support environment.
- Experience supporting Microsoft Intune, Microsoft Entra ID and Microsoft 365.
- Experience supporting AWS WorkSpaces and Microsoft Azure Virtual Desktop (AVD).
- Experience with enterprise endpoint management and digital workplace technologies.
- Experience coordinating technology deployments and operational transitions.
- Experience supporting enterprise monitoring platforms.
- Experience coordinating endpoint-related IT Security incidents.
- Experience operating within an ITIL-based service management environment.
- Demonstrated ability to communicate complex technical issues, risks, incidents and recommendations clearly to both technical and non-technical stakeholders, including senior management.
- Technical Leadership
- People Leadership
- Stakeholder Engagement
- Enterprise Endpoint Management
- Digital Workplace Administration
- Enterprise Monitoring
- Microsoft 365 Administration
- Microsoft Intune
- Microsoft Entra ID
- AWS WorkSpaces
- Microsoft Azure Virtual Desktop (AVD)
- Incident & Problem Management
- IT Security Operations
- Root Cause Analysis
- Technology Research & Innovation
- Enterprise Solution Deployment
- Software Licence Governance
- Service Reporting & Analytics
- Continuous Service Improvement
- Budget & Vendor Coordination
- Excellent Communication and Presentation Skills
- Coaching & Mentoring
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