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.