Modern Workplace Support Lead

DXC Technology is seeking a Modern Workplace Support Lead to lead end-user support within a major enterprise transformation programme.

Combining hands‑on technical support with team coordination, you will oversee L1 and L2 support across Microsoft 365, endpoints, collaboration tools and workplace peripherals. You will drive timely incident and service request resolution, maintain service quality and coordinate device deployment, patching and asset lifecycle activities.

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

• Provide hands‑on troubleshooting for Windows, macOS and Linux endpoints.
• Support Microsoft 365 applications, Outlook, Teams, VPN connectivity and remote support tools.
• Troubleshoot workplace applications, mobile devices, printers, scanners, displays and projectors.
• Support user access, password resets and permissions in line with approved procedures.
• Deliver clear user guidance and basic training on workplace services, processes and policies.

• Coordinate provisioning and configuration of laptops, desktops, mobile devices and peripherals.
• Create, test and maintain standard endpoint images and configuration baselines using approved deployment tools.
• Support Windows 11 and Linux installations, including dual‑boot configurations where required.
• Deploy operating system, application, security and driver updates through controlled testing and rollout.
• Support endpoint management and UEM/MDM processes, following up on device compliance and deployment issues.
• Maintain baseline documentation and provide monthly patching and update‑status reports.

• Maintain accurate hardware and software asset records, including ownership, location, configuration and lifecycle status.
• Track warranties, leases, maintenance agreements and repair or replacement requirements.
• Coordinate device relocation and decommissioning according to approved asset management procedures.
• Manage spare equipment and buffer stock to support service continuity.
• Produce inventory reports and coordinate required actions with stakeholders and vendors.

• Coordinate hands‑and‑eyes support for server‑room and data centre equipment under specialist‑team direction.
• Support basic physical hardware checks and approved maintenance activities.
• Coordinate scheduled backup tape handling where required.
• Maintain equipment records and elevate complex infrastructure issues to the appropriate teams.

• Proven experience as a Desktop Support Engineer, Technical Support Engineer, Senior EUC Engineer or similar.
• Experience leading or coordinating an end‑user support team.
• Strong hands‑on knowledge of desktop hardware, operating systems, workplace applications and peripherals.
• Experience supporting Microsoft 365, Outlook, Teams, Windows endpoints and mobile devices
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• Working knowledge of macOS and Linux troubleshooting.
• Experience using IT service management platforms such as Service Now or Remedy
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• Understanding of ITIL incident, request, problem and change management processes.
• Experience with endpoint provisioning, imaging, patching and asset management.
• Working…