Purpose
Ensure reliable, secure, and consistent end‑user and collaboration platform operations for all employees globally. Provide L2/L3 operational support across endpoints, M365, collaboration tools, device lifecycle, compliance, patching, and remote support processes. Ensure consistent workplace experience across all regions.
Key Responsibility Areas
RUN (Digital Workplace Operations)
- Deliver global M365 operations: Teams, SharePoint, OneDrive, Exchange Online, Intune issues
- Manage endpoints: compliance, patching, packaging, imaging, OS lifecycle, baselines
- Operate collaboration & productivity platforms (Teams, SharePoint, conferencing, Power Platform basic ops)
- Execute device lifecycle operations: onboarding, offboarding, decommissioning, policy updates
- Maintain workplace runbooks, baseline images, knowledge articles
- Contribute to endpoint and collaboration security operations: Defender, BitLocker, hardening
- Execute structured follow‑the‑sun handovers across regions
ENABLE (Platform Integration & Tooling)
- Align with Endpoint Solutions on global templates, OS governance, compliance policies
- Align with Collaboration Platforms on M365 governance, roadmaps, and adoption support
- Apply automation kits (Autopilot, Intune, scripts, packaging automation)
- Feed improvements to ServiceNow workflows and Digital Workplace service catalog
GOVERN (Standards Enforcement)
- Apply global Digital Workplace & Endpoint governance rules (OS versions, policies, patching)
- Apply M365 and collaboration platform governance (coherence, lifecycle, security)
- Ensure adherence to ITSM process governance (incident/change/problem/knowledge)
Cross‑Team Collaboration
- Work closely with Field Services & Support for onsite issues
- Collaborate with Cyber Security for endpoint hardening & threat remediation
- Support global rollouts, hardware refreshes, VDI improvements, and collaboration upgrades
Education
- Degree in IT / Computer Science or equivalent
- Preferred: Microsoft 365 Modern Desktop Administrator, ITIL, MS‑900, MD‑102
Knowledge and Skills
- Strong experience with Intune, Autopilot, SCCM, endpoint compliance & lifecycle
- Solid M365 administration (Teams, OneDrive, SharePoint, Exchange Online)
- Scripting (PowerShell strongly preferred)
- Understanding of collaboration ecosystems & workflows (Teams Rooms, video, SharePoint governance)
- Understanding of OS governance, endpoint security, baseline management
- Experience working in global or follow‑the‑sun environments preferred
