About the Role
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The Digital Workspace Team Leader (ITSD Team Leader) in Venezuela is responsible for leading the Digital Workspace function to deliver modern workplace technologies, seamless end-user support, compliance governance, and automation-enabled services across the organization. The role manages Digital Workspace Officers and Specialists, ensuring high service standards, strong user experience, device lifecycle excellence, and continuous improvement of digital workplace capabilities that enhance productivity and collaboration.
Job Responsibilities
1. Team Leadership & Service Delivery
- Lead, coach, and manage Digital Workspace Officers and Specialists to ensure efficient service operations.
- Allocate workloads, monitor performance, and ensure SLA compliance across support services.
- Build a customer-focused, high-performing support culture.
2. Digital Workplace Operations
- Oversee support for collaboration platforms, endpoint devices, virtual desktops, email, and productivity tools.
- Ensure reliable daily operations for Microsoft 365, Teams, SharePoint, OneDrive, and related services.
- Resolve escalated incidents and complex technical issues promptly.
3. Compliance, Governance & Audit Readiness
- Enforce hardware, software, asset management, and endpoint compliance standards.
- Ensure adherence to organizational governance frameworks, policies, and audit requirements.
- Maintain accurate records, controls, and readiness for internal or external reviews.
4. Automation & Self-Service Enablement
- Identify automation opportunities within workspace support processes and repetitive service desk tasks.
- Partner with automation teams to implement self-service workflows, chatbots, and RPA solutions.
- Drive measurable productivity gains through digital service automation.
5. User Experience & Adoption
- Monitor Digital Employee Experience (DEX) metrics and recommend targeted improvements.
- Promote adoption of workplace tools through training, awareness, and best-practice campaigns.
- Improve collaboration, mobility, and user satisfaction across the enterprise.
6. Device Lifecycle & Technology Management
- Oversee deployment, refresh, onboarding, and lifecycle management of end-user devices including emerging hardware technologies.
- Ensure compatibility, security, and performance optimization of workplace devices.
- Coordinate standards with infrastructure and security teams.
7. Reporting & Continuous Improvement
- Produce dashboards covering SLA performance, compliance status, automation impact, and user trends.
- Provide insights and recommendations for service optimization and operational excellence.
- Track ROI from workplace transformation initiatives.
8. Cross Functional Collaboration
- Work closely with infrastructure, cybersecurity, HR, procurement, and business units to align workplace services.
- Support enterprise change programs and new technology rollouts.
- Ensure workspace solutions remain aligned with organizational needs.
Job Knowledge & Skills
- Modern Workplace Platforms: Strong expertise in Microsoft 365, Intune, Azure AD, collaboration, and endpoint tools.
- ITSM Practices: Strong understanding of ITIL processes, service management, and SLA governance.
- Automation Awareness: Knowledge of chatbots, RPA, self-service workflows, and service optimization tools.
- Stakeholder Management: Strong communication and user engagement capability.
- Analytical Mindset: Ability to interpret metrics and improve workplace performance.
Job Experience
- Workplace Technology Leadership: Minimum 5+ years in end-user computing, digital workspace, or IT support environments.
- Team Management: Proven experience leading support teams and service operations.
- Enterprise Tools: Experience managing Microsoft 365, endpoint environments, and workplace automation programs.
- Currently based in Caracas, Venezuela, with authorization to work locally.
- Strong understanding of the Venezuelan market and local business environment.
- Fluent in Spanish and English (spoken and written).
Competencies
- Agility
- AI Fluency
- Applications Systems Architecture L3
- Build High-Performing Teams
- Help Desk Hardware Support L3
- IT Security L3
- Leadership
- Provide Direction
- Quality
- Resilience
- Service Level Agreements L3
- Ticket Management L3
Education
- Bachelor's Degree in any related field
- Professional Qualification in Information Technology or any Related Technical Certificates
