Workplace Operations Lead

Role Overview

The Workplace Operations Lead is responsible for managing the day-to-day operations and shift-based support across three frontline functions: Helpdesk (L1 support), Network Operations Center (NOC), and Deskside Support. This role ensures consistent service execution, timely incident resolution, SLA adherence, and coordination of shift teams across all support domains.

This role acts as a central operational leader during the transitional phase and works closely with Service Delivery Managers (SDMs) to enable smooth delivery and reporting for internal and external stakeholders.

Works Closely With: SDMs, Network & Systems Teams, Digital Office (ServiceNow/Twilio Admins)

Key Responsibilities

a. Helpdesk Operations

• Manage the L1 Helpdesk team handling phone, email, and chat-based support.
• Monitor and manage ticket queues, response SLAs, and proper triage.
• Oversee escalation of unresolved tickets to internal L2 or resolver groups.
• Ensure Helpdesk SOPs, knowledge articles, and resolution workflows are maintained.

b. NOC Operations

Oversee the monitoring of systems, networks, and infrastructure alerts.

Ensure proper alert triage, documentation, and escalation of issues.

Manage 24x7 or extended-hour NOC shift schedules and handover coordination.

Ensure major incidents are tracked, documented, and communicated appropriately.

c. Deskside Support Operations

Supervise Deskside Engineers providing onsite support for end-user devices, meeting rooms, printers, and peripherals.

Coordinate walk-in support desks and onsite ticket resolution.

Oversee hardware issuance and return processes, including handover forms and asset handling SOPs.

Manage VIP support expectations and critical onsite incidents requiring hands-on intervention.

d. Shift & Operations Management

• Maintain staff rosters, shift schedules, and on-call/standby coverage.
• Conduct daily huddles and oversee handovers across Helpdesk, NOC, and Deskside teams.
• Track attendance, incidents, and service coverage gaps and escalate when necessary.

e. Reporting & Collaboration

• Support SDMs with weekly summaries, SLA metrics, and ticket trend reports.
• Track ticket hygiene and ensure proper documentation before closure.
• Collaborate with the Digital Office (ServiceNow, Twilio, Power BI teams) to maintain queue routing, alert rules, reporting dashboards, and system feedback.
• Participate in operations reviews and service improvement planning.

Qualifications

• Diploma or Degree in Information Technology, Business IT, or a related discipline.
• Candidates without formal education may be considered with relevant certifications: o ITIL Foundation (required or in-progress) o ServiceNow System Administrator (advantageous) o HDI Support Center Team Lead o CompTIA Network+ / CCNA (beneficial for NOC understanding)

Preferred Attributes

• Strong coordination and team management skills.
• Clear communicator, calm under pressure, process-oriented.
• Able to manage multi-team handovers, escalations, and shift-based environments.
• Committed to service quality, documentation accuracy, and process compliance.