Digital Workplace Services Strategist
5 days ago
Job Overview
The Chapter Lead will oversee the team's performance, mentor employees, and collaborate with stakeholders to continuously improve workplace digital experiences. This position plays a critical role in ensuring seamless IT support operations by fostering technical expertise, driving service excellence, and ensuring alignment with IT policies and regulatory requirements.
Key Responsibilities
- Team Leadership & Development: Lead, mentor, and develop a high-performing 2nd Line Workplace Services Support team, ensuring skill growth and career progression.
- Operational Excellence: Oversee the delivery of technical support services, ensuring compliance with IT policies, security standards, and regulatory requirements.
- Stakeholder Engagement: Act as the primary escalation point for technical issues, working closely with internal teams, third-line engineers, and senior IT leadership.
- Process Optimization: Drive continuous improvement initiatives to enhance IT support efficiency, ticket resolution times, and user satisfaction.
- Knowledge Management: Promote knowledge-sharing practices within the team to improve troubleshooting efficiency and reduce recurring issues.
- Incident & Risk Management: Ensure timely resolution of critical incidents and actively participate in IT risk management, governance, and compliance activities.
- Strategic Planning: Contribute to IT strategy development, aligning team goals with organizational objectives and technological advancements.
- Performance Monitoring: Define and track KPIs to measure team performance, identifying areas for improvement and driving operational efficiency.
- Technology & Innovation: Stay updated with emerging workplace technologies and recommend solutions that enhance digital workplace experience.
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