Job Summary

The FSO DSS Team Lead (L3) is responsible for leading and overseeing global Deskside Support and Field Service Operations (FSO) teams, ensuring seamless end-user support delivery, operational governance, SLA compliance, customer satisfaction, and continuous service improvement. The role serves as the primary operational leader for DSS services, managing field engineers, vendor partners, asset lifecycle operations, escalation management, and service quality while driving operational excellence across multiple locations.

Key Responsibilities

Key Responsibilities Service Delivery Leadership • Lead and manage Deskside Support and Field Service Operations teams across assigned regions. • Ensure delivery of services in line with contractual SLAs, OLAs, and KPIs. • Own operational performance, customer experience, and field service effectiveness. • Provide leadership during major incidents, service disruptions, and business-critical escalations. • Act as the primary escalation point for complex DSS operational issues. People Management • Manage, mentor, coach, and develop DSS Engineers, Field Service Coordinators, and support teams. • Conduct performance reviews, career development planning, and technical upskilling initiatives. • Drive employee engagement and productivity improvement programs. • Ensure adequate resource planning, shift coverage, and workforce utilization. • Foster a customer-centric and high-performance support culture. Operational Governance • Monitor and drive SLA adherence, ticket quality, backlog reduction, and service efficiency. • Review operational dashboards, service reports, and performance metrics. • Conduct weekly and monthly operational governance reviews. • Drive compliance with ITIL processes, company standards, and customer requirements. • Ensure audit readiness and process compliance across DSS operations. Incident, Problem & Escalation Management • Lead resolution efforts for Priority 1 and Priority 2 incidents impacting business operations. • Coordinate with Service Desk, Infrastructure, Security, Workplace Services, and Vendor teams. • Drive Root Cause Analysis (RCA) and Preventive Action Plans (PAP). • Ensure timely communication to stakeholders during major incidents. • Review recurring issues and implement long-term corrective actions. Field Services & Asset Lifecycle Management • Oversee onsite support operations, dispatch management, and engineer scheduling. • Govern device deployment, refresh, replacement, and retirement programs. • Ensure effective inventory, stock, and asset management controls. • Manage OEM and third-party vendor relationships for break-fix and hardware support. • Ensure seamless onboarding, offboarding, and workplace readiness activities. Customer & Stakeholder Management • Serve as the primary operational contact for customer leadership and stakeholders. • Lead operational service reviews and governance meetings. • Present service performance reports, risks, opportunities, and improvement plans. • Ensure high levels of customer satisfaction and service quality. • Manage customer escalations through to successful closure. Continuous Service Improvement & Transformation • Drive automation and operational efficiency initiatives. • Identify opportunities for shift-left, self-service, and workflow optimization. • Lead process improvement programs using ITIL, Lean, and best practices. • Support workplace transformation and digital modernization initiatives. • Develop and maintain operational procedures, SOPs, and knowledge repositories.

Skill Requirements

Required Technical Skills End User Computing & DSS • Windows 10/11 Administration • Microsoft 365 Suite • Intune / MECM / SCCM • Azure AD / Active Directory • Device Lifecycle Management • Endpoint Security Solutions • Mobile Device Management (MDM) • Remote Support Technologies ITSM & Governance • ServiceNow Administration & Reporting • Incident Management • Problem Management • Change Management • Major Incident Management • Knowledge Management • SLA / KPI Reporting Reporting & Analytics • Advanced Excel • Power BI Reporting • Operational Dashboard Management • Service Performance Analytics • Trend Analysis & Capacity Planning

Other Requirements

Qualifications • Bachelor\'s Degree in Information Technology, Computer Science, Engineering, or related discipline. • 10+ years of experience in End User Computing, Deskside Support, or Workplace Services. • Minimum 3 years of leadership experience managing DSS or FSO teams. • ITIL Foundation Certification (Mandatory Preferred). • ITIL Intermediate / Managing Professional certification is an added advantage. ________________________________________ Key Competencies • Leadership & Team Management • Customer Relationship Management • Stakeholder Management • Strategic Thinking & Decision Making • Escalation & Crisis Management • Service Delivery Excellence • Communication & Presentation Skills • Continuous Improvement Mindset • Vendor Management & Governance ________________________________________ Preferred Experience • Enterprise Managed Services Environment. • Global Workplace Services Delivery. • Multi-country Field Service Operations. • Executive/VIP Support Management. • Device-as-a-Service (DaaS) Programs. • Digital Workplace Transformation Initiatives. • Workforce, Capacity, and Resource Planning. • Customer Governance and QBR Presentations. ________________________________________ Role Details Role: FSO DSS Team Lead – L3 Function: Field Service Operations / Deskside Support Services Experience: 10-12+ Years Support Model: Global Operations / Follow-the-Sun / 24x7 Governance Support Reporting To: Operations Manager / Service Delivery Manager ________________________________________ Key Success Metrics • SLA Achievement (%) • Customer Satisfaction (CSAT) • Ticket Backlog Reduction • Major Incident Resolution Effectiveness • Engineer Productivity & Utilization • Device Deployment & Refresh Compliance • Audit & Process Compliance Scores • Service Improvement Initiatives Delivered • Vendor Performance Adherence • Workforce Engagement & Retention Ideal Profile This role is suited for a senior operations leader responsible for managing global Deskside Support, Field Services Operations, DaaS programs, onsite support teams, asset lifecycle governance, customer escalations, and service transformation initiatives across enterprise environments.