Lead Workplace Services (VP2)

Responsibilities:

Technical Leadership & Ownership:

• Act as the technical lead for M365, Exchange, and workplace infrastructure services.
• Provide guidance, mentoring, and knowledge sharing to L2/L3 engineers.
• Own platform health, capacity planning, and continual service improvement initiatives.
• Drive architectural decisions and best practices across collaboration, VDI, and endpoint environments.

Platform Administration & Support:

• Manage and support M365 collaboration tools, including Exchange (On-Premise, Hybrid, and Online).
• Oversee and support VMware Horizon (VDI) infrastructure, ensuring availability, performance, and user experience.
• Manage endpoint management solutions (e.g., device compliance, patching, security baselines).
• Provide L3 support for complex incidents and service requests, ensuring timely resolution and root cause analysis.

Unified Communications & Workplace Services:

• Support and troubleshoot Unified Communications platforms (e.g., Teams voice/video, collaboration features).
• Collaborate with network and voice teams to resolve communication-related issues.
• Ensure seamless user experience across collaboration and communication tools.

Security & Compliance:

• Administer and support MDM Blackberry mobile suite, Trend Micro, Enterprise Vault, and MTD/MFA solutions.
• Ensure compliance with enterprise security policies, including endpoint and access controls.
• Oversee secure access using IT Admin LAN and Production VDI environments for privileged operations.
• Enforce governance and privileged access management processes.

Automation & Optimization:

• Use PowerShell scripting and automation tools to improve operational efficiency.
• Identify opportunities for process automation and proactive monitoring.
• Drive continuous improvement initiatives for system reliability and performance.

Incident & Service Management:

• Lead major incident management (MIM) calls for workplace services.
• Perform advanced troubleshooting and triage of platform-related issues.
• Work closely with the Workplace IT Service Desk for escalations and after-hours support.

Stakeholder Engagement:

• Collaborate with cross-functional teams including infrastructure, security, and applications.
• Act as a point of escalation for business-critical incidents.
• Provide reporting, insights, and recommendations to management.

Requirements:

• Have 8–12 years of experience in M365, Exchange, and enterprise workplace infrastructure.
• Strong expertise in:
• Exchange (On-Prem / Hybrid / Online)
• M365 collaboration ecosystem (Mandatory)
• VMware Horizon (VDI) (Mandatory) 
• Endpoint management platforms
• Unified Communications support
• Hands-on experience with security and mobility tools (MDM, MFA, Trend Micro, etc.).
• Strong scripting and automation skills (PowerShell preferred).
• Proven experience in leading teams or acting as technical lead.
• Excellent problem-solving, communication, and stakeholder management skills.