Workplace Services Lead
- Bangalore, Karnataka Yelahanka, Karnataka
- Permanent
- Full-time
As the Digital Technology, Workplace Services Lead, you will lead the Field Services Support team under our managed services contract. This role combines strategic leadership, process governance, and hands-on technical support, with a focus on continuous process improvement and effective customer engagement.Key Responsibilities
- Lead and mentor the Field Services Support team to deliver high-quality digital workplace services to business users.
- Conduct technical and process training for technicians on new RTX processes, tools, SOPs, and technology enhancements.
- Serve as the primary escalation point for incident resolution, collaborating closely with business users, service owners, and site technicians to ensure timely and effective solutions.
- Track and drive the resolution of aging tickets by working with the helpdesk and service owners to meet service-level agreements.
- Monitor and analyze site Key Performance Indicators (KPIs) for incident and service request management, implementing improvements where necessary.
- Provide software installation and troubleshooting support to site technicians as needed to minimize downtime.
- Oversee and govern the employee onboarding and exit processes to maintain operational integrity and compliance.
- Collaborate cross-functionally with RTX Workplace Services, Endpoint Management, Collaboration Services, and Desktop Engineering teams to ensure efficient delivery of enterprise-level services.
- Partner with RTX Hardware and Software Asset Management teams to maintain accurate and up-to-date Configuration Management Database (CMDB) records.
- Work with business leaders to capture future requirements and plan hardware and software license inventories accordingly.
- Oversee mobile device inventory management with regular reviews to ensure accuracy and accountability.
- Lead PC refresh initiatives across all sites, ensuring asset compliance and optimal technology lifecycle management.
- Proven experience in Desktop Operations and IT Service Management within an enterprise environment.
- Expertise in Asset Management, including CMDB maintenance and software/hardware inventory controls.
- Strong knowledge of enterprise initiatives, mobile device management, voice/telephony systems, printing solutions, and conference room technology.
- Demonstrated leadership skills with the ability to manage, mentor, and develop technical teams effectively.
- Excellent communication skills for engaging directly with customers and managing escalations professionally.
- Strong process orientation with emphasis on governance, continuous improvement, and operational excellence.
- Experience working with ITSM tools (preferably ServiceNow) and collaborating across IT support and engineering teams.
- Bachelor’s degree in information technology, Computer Science, or a related field.
- 7–10 years of relevant experience in workplace services, IT service management, or desktop support leadership roles.
- ITIL or related service management framework certifications are preferred.
- Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. This means that responsibilities of the job need to be performed onsite on a regular basis.
- Travel 10%