Digital Services Lead

We are looking for an experienced Digital Services Lead to oversee end-to-end IT support and digital workplace services across Service Desk & End User Support, Command Center Operations, and Modern Workplace Technologies.

This role is responsible for overall service quality, SLA performance, user experience, operational governance, stakeholder management, and continuous improvement across these functions.

The Digital Services Lead will provide strategic and operational leadership to functional leads, ensuring effective coordination across support teams and delivering a reliable, user-focused IT service environment.

• Provide overall leadership and governance for Service Desk, End User Support, and device support operations.
• Ensure incidents and service requests are handled efficiently and professionally within agreed SLAs.
• Oversee onsite end-user device support, including device setup, maintenance, troubleshooting, and replacement.
• Act as an escalation point for complex, high-priority, and cross-functional technical issues.
• Monitor service performance, including ticket volumes, response times, resolution rates, SLA achievement, and user satisfaction.
• Coordinate with internal technical teams, vendors, and third-party providers to resolve service issues.
• Drive corrective and preventive actions for recurring incidents and service challenges.
• Ensure alignment with ITIL practices and established IT service management standards.

• Provide overall governance for Command Center or NOC-type operations.
• Ensure effective monitoring of infrastructure, applications, and critical IT services.
• Oversee incident detection, escalation, communication, and resolution to minimize business impact.
• Govern Major Incident Management processes and ensure effective stakeholder communication during critical incidents.
• Monitor operational KPIs such as availability, incident response, resolution time, and escalation effectiveness.
• Drive service improvement initiatives based on operational trends and performance data.

• Provide leadership and governance across Modern Workplace services and end-user productivity platforms.
• Oversee services related to Microsoft 365, email, Exchange Server, ITSM platforms, and device management.
• Ensure effective device provisioning, configuration, patching, compliance, and lifecycle management.
• Promote Modern Workplace standards, security policies, and operational best practices.
• Ensure strong integration between Modern Workplace, Service Desk, End User Support, and Command Center functions.

• Lead and develop functional leads responsible for Service Desk & End User Support, Command Center, and Modern Workplace operations.
• Establish clear responsibilities, priorities, KPIs, and service performance expectations.
• Conduct regular operational and governance reviews to address service issues and identify improvement opportunities.
• Ensure effective coordination and handover between different IT support functions.
• Drive a strong culture of accountability, collaboration, service excellence, and continuous improvement.
• Provide clear reporting and visibility of overall service performance to senior stakeholders.

• Promote a customer- and user-focused approach across IT support operations.
• Build strong working relationships with business stakeholders, users, technical teams, and service providers.
• Monitor user feedback, complaints, and satisfaction results to identify areas for improvement.
• Proactively recommend improvements that enhance service quality and the overall end-user experience.
• Support change-management activities related to new technologies,…