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Workplace IT Operations Team Leader

Date: 25-Jan-2023

Location: EG

Company: Majid Al Futtaim

Role Purpose:

The Workplace Operations Team Leader is responsible for the leadership and management of a support team and for the day-to-day management of IT Operations in relation to end user computing (EUC) and service requests.


As a Workplace Operations Team Leader, you will be predominantly responsible for all IT related matters in your region. One of the critical tasks is to build strong stakeholder relationships and act as the liaison between Infrastructure and Operations and business functions. You will be expected to provide inputs and recommendations for future advancement or features, in terms of the end user environment, that will add more values for current business success and customer satisfaction. You are required to take charge of new requirements, new solutions and change management regarding the current and new IT solutions deployed. You will act as a key contributor of upcoming IT projects in the region.


Role Details – Key Responsibilities and Accountabilities:

Key Responsibilities

  • Responsible for effective preparation, installation, configuration, operation and maintenance of site IT hardware, software, and related infrastructure
  • Resolve challenges, provide direction, and allocate resources
  • Provide regular status updates to multiple levels of management
  • Work with other regional IT team members to create, measure and report progress towards established key performance metrics
  • Manage local vendor relationships
  • Work with the HO Infrastructure, operations, and security teams to ensure full alignment with policies and procedures
  • Point of escalation for any IT systems used locally
  • Produce or revise proper SOP documentation of IT tools deployed within the organisation
  • Work closely with the wider business to know more about their demand in terms of IT tools and integration
  • Provide staff with remote and onsite support when required
  • Delivering against IT processes including Incident, Request, Change, Problem and Knowledge Management
  • Provide prompt solution-based support, prioritising tasks through the day
  • Data entry into ITSM system for reference or further escalation if required
  • Taking part in team initiatives, mentoring and sharing of knowledge
  • Responsible for maintaining and supporting end user devices (workstations, mobile and multi-functional devices)
  • Ensure that the SOE for end-user devices are regularly reviewed, upgraded and maintained to meet functional and security requirements
  • Responding to and resolving incidents and service requests escalated from the Service Desk
  • Acting as an escalation point for the Service Desk when in person support is required
  • Providing VIP support for key business stakeholders
  • Responsible for the development of processes, documentation and knowledge management for End User Computing (EUC)
  • Delivering required tasks for IT and business projects
  • Delivering IT EUC strategy and roadmap which includes driving continuous improvements across the EUC environment
  • Ensuring IT Asset Management for EUC devices
  • Maintaining a stable and secure EUC environment
  • Providing quality customer service to all internal stakeholders and end-users in a timely manner


Project Work

  • From time to time your team will be required to assist with the delivery of projects either on site or remotely. When opportunities arise the Workplace IT Support Lead may be required to help with project delivery


Communication, Reporting, & Risk

  • Escalate tickets that require Service Delivery Manager support
  • Communicate to staff the status of their ticket, notify them of any changes or outages related to their issue
  • Identify, communicate and mitigate potential risks to the team and organisation



•     Follow Standard Operating Procedures (SOP) for daily / weekly recurring tasks

•     Follow security procedures and keeping an eye out for security issues


Definition of Success

  • A desire (and ability to) solve problems and challenges
  • Great communications skills when dealing with non-technical clients, founded in being a good listener
  • Advanced understanding of support tools, techniques and how technology is used to provide services
  • Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
  • Advanced understanding of operating systems, business applications, printing systems and network systems
  • Understanding of system and network security software and systems
  • Experience and knowledge of working with the Microsoft 365 Platform
  • Familiarity and experience in working with Windows, MacOS client, Windows Server & Active Directory environments
  • Demonstrated experience in Mobile Device Management (MDM)
  • Understanding of cloud-based, backup and disaster recovery systems
  • A desire to deliver an amazing customer experience
  • The ability to keep up with & adapt to the fast-paced IT world
  • Demonstrated experience leading an EUC/Desktop team
  • Experience providing EUC/Desktop support
  • Excellent technical experience
  • Demonstrated analytical and problem-solving skills
  • Strong customer service focus and quality control skills
  • Highly developed time management skills
  • The ability to work in a fast-paced environment


Other Context (if applicable):



Functional/Technical Competencies


Minimum Qualifications/Education


  • Degree in a relevant subject or equivalent experience
  • ITIL Foundation v3/v4
  • At least one relevant industry recognised certification (E.g. Microsoft, AWS, Cisco)


Minimum Experience

  • Minimum of 5 years’ experience working in the technology domain (Service Desk/EUC/Desktop/Systems)
  • Minimum 5 years’ experience in managing a team of support staff
  • Minimum 5 years’ experience in a high-volume, customer facing environment


Personal Characteristics and Required Background:

  • Strong leadership skills
  • Excellent verbal and written communication skills
  • Ability to adapt communication techniques to suit the needs of different individuals
  • Demonstrated experience of leading a technical support team within an enterprise level organisation
  • Sound knowledge across technologies including Microsoft products such as Microsoft 365 and End User devices
  • Experience in use of ITSM systems (ServiceNow highly desirable)