Digital Workspace Provisioning and Support Lead

Description Digital Workspace Provisioning and Support Lead Join to apply for the Digital Workspace Provisioning and Support Lead role at NorthStandard We have an exciting opportunity for a Digital Workspace Provisioning and Support Lead to be based in our Singapore office. As part of a newly formed team, you will lead a regional team of 2 technicians, managing the EUC environment and ensuring stability and efficiency. You will be responsible for overseeing the provisioning and maintenance of user equipment, supporting office technology, and delivering deskside assistance for issues that cannot be resolved remotely. What will you be doing?Key responsibilities will include: Manage and coordinate the activities of the deskside support and provisioning teams across your region Provide coaching, training, and development opportunities to team members, ensuring consistent service standards and collaboration across regions Working closely with the Digital Workspace Provisioning & Support Manager to allocate resource to projects ensuring they are delivered in the Asia Pacific region. Responsible for escalating issues to the on-call UK Technology team outside of UK working hours. Equipment Provisioning and Management Oversee the lifecycle of Digital workspace assets, including desktops, laptops, mobile devices, Microsoft Teams room equipment in the APAC region, and a wide variety of software Ensure timely delivery and setup of technology for new and existing users Maintain accurate records of assets and inventory, coordinating replacements and upgrades as needed Manage and maintain the Microsoft Endpoint Manager and Autopilot solution, ensuring a robust and standardised user experience across all devices and roles within the organisation Ensure proactive maintenance and rapid issue resolution for office technology, including AV systems, printing facilities, and network connectivity Collaborate with vendors and internal teams to ensure the reliability of physical technology in all office locations Drive improvements in the physical technology experience, aligned with feedback from users and stakeholders Provide hands-on support for issues that cannot be resolved remotely, coordinating onsite support activities in your location Partner with the Digital Workspace Provisioning and Support Manager to ensure effective handoffs and escalation procedures between deskside and helpdesk teams Contribute to the development of troubleshooting guides and best practices for deskside support A point of escalation for engineers based in the APAC region for technical issues. Dealing with support requests from other geographical locations during Singapore working hours. Responsible for allocating resource covering Service Desk related activities outside of UK working hours. Collaboration and Continuous Improvement Support the Digital Workspace Provisioning & Support Manager in developing in house technology and support across the NorthStandard offices. Work closely with the Service Desk Manager to align deskside and helpdesk operations, ensuring consistent service delivery and shared knowledge bases Work closely with the Digital Workspace Engineering team to analyse and resolve workspace issues, and deliver substantial year on year improvements to the colleague digital workspace experience Support ITIL-aligned practices, including incident, request, and knowledge management, to improve user satisfaction and operational efficiency Identify and implement opportunities to enhance user support through process improvements, proactive maintenance, and user training initiatives Contribute to problem management efforts by providing deskside insights into recurring issues and collaborating on root cause analysis Reporting and Metrics Track and report on provisioning, maintenance, and deskside support metrics, using data to identify trends and recommend improvements Provide regular feedback to the Senior Technology Service Desk Manager & DWS Provisioning & Support Manager on areas for collaboration and process refinement. About you Essential Skills/Qualifications/Experience Experience in managing a local deskside or EUC team. Strong understanding of ITIL practices and their application in service delivery and support operations Proven ability to collaborate effectively with helpdesk teams and other technology functions Familiarity with asset management, workplace technology, and provisioning workflows Excellent communication, organisational, and problem-solving skills Hands-on experience with workplace technology solutions and support tools Preferred Skills/Qualifications/Experience ITIL Foundation v4MS Endpoint Manager + Autopilot M365 Modern Desktop Administrator M365 Managing Modern Desktops Who we are We are a specialist marine insurer and a member of the International Group of Protection and Indemnity clubs, owned by its shipowner members and controlled by a board of directors drawn from its membership. We're one of the world's leading and most influential P&I Clubs. Employing over 600 people globally, we provide an unmatched depth and breadth of expertise to our members. Our culture and what to expect from us Our culture is hugely important to us enabling us to fulfil our brand promise, 'Taking on tomorrow, together'. Together we are empowered, inquisitive and courageous, giving the best of ourselves to our colleagues, customers, members and the communities we serve.We provide excellent service to members, build long-lasting relationships built on trust and understanding, and treat our colleagues in the same way. It doesn't matter who you are or what you do, we all act as role models and celebrate our cultural principles. We provide our people with a fantastic benefits package including: Hybrid working 27 days annual leave +