Global IT Workplace Engineer

Function: End User Support (EUS)
Level: 2.5 / Level 3
Department: Technology Services / Digital Workplace Services

Role Summary
We are seeking experienced Global IT Workplace Engineer to deliver support and provide continual improvement of end-user technology services across the organization. The role will be responsible for ensuring users receive reliable secure and efficient IT support while driving workplace technology modernization and operational excellence.
The successful candidate will lead end-user support operations manage workplace technologies drive service improvements and work closely with business stakeholders technology teams and service providers to deliver a seamless digital employee experience.

Key Responsibilities
End User Services & Operations
Responsible for the delivery of End User Support services including Service Desk Deskside Support VIP Support Device Management and Workplace Technology Services.
Ensure service levels and user satisfaction targets are achieved through effective management of incidents requests escalations and major issues.
Own and continuously improve ITSM processes including Incident Problem Change Knowledge and Asset Management.
Monitor operational performance through KPIs SLAs and service reporting.
Act as the escalation point for critical end-user service issues and major incidents.
Workplace Technology Management
Manage the lifecycle of end-user devices including laptops desktops mobile devices and peripherals.
Oversee endpoint management platforms such as Microsoft Intune SCCM/MECM and Microsoft Entra ID.
Ensure operating system patching software deployment device compliance and endpoint security standards are maintained.
Support and enhance collaboration and productivity platforms including Microsoft 365 and Microsoft Teams.
Work closely with Infrastructure Cloud Security and Network teams to ensure seamless service delivery.
Leadership & Stakeholder Management
Mentor and develop EUS engineers support analysts and technical specialists.
Support resource planning workload prioritization and team development.
Build strong relationships with business stakeholders and understand technology requirements across different business units.
Provide regular updates on service performance risks improvement plans and technology initiatives.
Collaborate with project and delivery teams to ensure successful implementation of workplace technology solutions.
Vendor & Service Management
Manage relationships with service providers and technology vendors.
Review vendor performance against agreed service levels and contractual obligations.
Participate in budget planning forecasting technology procurement and contract renewals.
Ensure third-party service delivery aligns with business expectations.
Continuous Improvement & Transformation
Identify opportunities to improve operational efficiency through automation standardization and process optimization.
Support workplace transformation initiatives and adoption of modern workplace technologies.
Lead pilots and proof-of-concepts for new solutions that improve user experience and supportability.
Drive a culture of continuous improvement innovation and customer service excellence.
Governance Risk & Compliance
Ensure End User Services operate in accordance with security policies technology standards and regulatory requirements.
Support audit activities and remediation programs.
Ensure endpoint security compliance asset governance and software licensing requirements are met.
Maintain and enforce workplace technology standards and operational procedures.

Required Skills & Experience
Minimum 8 to 10 years of experience in IT Operations End User Computing (EUC) End User Support (EUS) or Workplace Technology Services.
Proven experience leading end-user support teams in a medium to large enterprise environment.
Strong knowledge of:
oMicrosoft 365
oMicrosoft Teams
oMicrosoft Intune
oSharePoint
oCertificate Server
oDefender
oSCCM / MECM
oActive Directory / Microsoft Entra ID
oEndpoint Security Solutions
oIT Service Management (ITSM)
Experience managing outsourced support providers and technology vendors.
Strong troubleshooting service management and stakeholder management skills.
Excellent communication and leadership capabilities.
Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications
ITIL Certification
Microsoft Certified Endpoint Administrator MD-102
Microsoft 365 Certifications
PMP / PRINCE2
Azure Certifications AZ-900

Success in This Role
A successful Senior EUS will:
Deliver stable and high-performing end-user support services.
Improve employee digital experience and customer satisfaction.
Drive endpoint management and workplace technology standards.
Build strong partnerships with business stakeholders and vendors.
Lead service improvement and workplace transformation initiatives.
Develop a high-performing support team while maintaining operational excellence.

• Infrastructure
• Leadership
• System Administration
• Delivery Support
• TeamPlayer

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