Senior Lead Associate - DWP & EUC Service

• The Digital Workplace Level 3 Engineer is a senior technical specialist responsible for the engineering, optimisation and continual improvement of end-user computing and collaboration services. The role focuses on resolving complex and systemic technical issues, defining strategic remediation initiatives, reducing operational risk and technical debt, and strengthening the security, reliability and user experience of core Digital Workplace platforms.
• Working within the Digital Workplace team, the Level 3 Engineer provides authoritative technical expertise across Microsoft 365, endpoint management and identity services. They define engineering standards, security baselines, target-state configurations and lifecycle roadmaps; lead complex remediation, automation and platform-improvement initiatives; and use service, risk and performance data to shape prioritised improvement plans. The role provides technical leadership to Level 1 and Level 2 teams and works closely with service owners, architecture, cyber security and technology partners to ensure improvements are governed, measurable and successfully transitioned into service.

Key Responsibilities

• Digital Workplace and End User Compute Operational Hygiene delivery
• Review the completeness, accuracy and usability of Digital Workplace and End User Compute documentation and knowledge articles; identify content that is outdated, unclear, incomplete or limits operational effectiveness; and amend or create engineering standards, operating procedures, dependency maps, support documentation, knowledge articles and configuration records.
• Eliminate aged operating-system and application patch backlogs and persistent endpoint vulnerability exposure through targeted remediation initiatives, excluding routine monthly patch deployment.
• Identify and remediate configuration drift, obsolete Group Policy and Intune policies, insecure endpoint defaults, conflicting settings and redundant configurations.
• Identify opportunities to retire or replace end-of-life and end-of-support devices, operating systems, applications, endpoint-management components and collaboration technologies through planned lifecycle improvement initiatives.
• Identify unmanaged, unknown, duplicate or incorrectly classified user devices and Digital Workplace assets, and improve ownership, inventory and CMDB accuracy.
• Identify opportunities to close endpoint and user-experience monitoring gaps, address blind spots, rationalise noisy alerting and introduce service-health and experience measures.
• Identify opportunities to automate repetitive endpoint administration, device provisioning, software deployment, validation, remediation and health checks to reduce recurring manual BAU effort.
• Identify opportunities to address device-performance constraints, improve user experience and correct recurring endpoint, identity, productivity and collaboration issues through defined improvement work.
• Identify and remediate endpoint and Digital Workplace security-control gaps through device hardening, identity and access configuration, application control, data-protection improvements and actions arising from risk assessments, audits and assurance reviews.
• Leadership and oversight of critical service restoration, major incident governance, escalation management frameworks, and end-user support optimisation to ensure operational stability and service excellence.
• Driving endpoint lifecycle management, platform currency, automation-led deployment strategies, and operational control frameworks to enhance service reliability, compliance, and user experience.
• Strengthening enterprise resilience through continuity planning, service recoverability assurance, risk mitigation initiatives, and resilience enhancement programs aligned to business and technology objectives.
• Providing strategic operational governance, service performance stewardship, and continuous improvement leadership to sustain and enhance IT service delivery capabilities

Documentation and First Line of Defence cyber controls

• Review current Digital Workplace and End User Compute policies, standards, procedures, control descriptions and evidence records to identify gaps, duplication, ambiguity and obsolete content.
• Identify, define and document the cyber controls that the First Line of Defence must operate across endpoints, productivity platforms, collaboration services, identity integrations and device-management tooling, aligned to applicable policies, standards, risks and assurance requirements.
• For each control, define its objective, scope, owner, operating frequency, procedure, data source, exceptions process, evidence requirements and escalation route.
• Establish repeatable evidence capture and retention practices so control operation can be demonstrated to Risk, Cyber Security, Internal Audit and other assurance stakeholders.
• Validate that controls are practical, consistently executable and embedded with named BAU owners before formal handover and closure.

Leadership and stakeholder management

• Work with Digital Workplace and End User Compute Service Ownership, Architecture, Cyber Security, Risk, Internal Audit, Change, Service Desk, identity teams and relevant technology partners to agree documentation standards, control scope, ownership, implementation requirements and acceptance evidence.
• Ensure improvements are delivered through appropriate change governance, validated against user and service outcomes, and transferred to named BAU owners only after the target condition, supporting documentation, control procedures and required evidence have been reviewed and accepted.
• Promote standardisation, automation, measurable user-experience and service improvement, and prevention of future operational demand.

Skills, Knowledge and Expertise

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent professional experience. Relevant vendor training and certifications in Microsoft 365, endpoint management, or IT service management are desirable.
• 8–11 years in Digital Workplace, End-User Computing, Infrastructure Engineering or IT Operations, including substantial experience operating as a Level 3 subject-matter expert in a complex enterprise environment.
• Candidates must demonstrate specialist technical depth across Microsoft 365 services, endpoint engineering and management (Intune, Autopilot and Windows 11), and identity services (Entra ID/Azure AD), with experience defining technical strategy, engineering standards, security baselines, lifecycle roadmaps and target-state improvements. Proven experience leading complex remediation, automation, platform optimisation and operational-hygiene initiatives is required, together with the ability to influence architecture and service decisions, translate risk and service data into prioritized improvement plans, and provide authoritative technical guidance to Level 1, Level 2, service owners, architecture, cyber security and other stakeholders.
• Expert-level engineering knowledge of Microsoft 365 and Windows endpoint platforms, with the ability to analyse complex service, configuration and security conditions; identify systemic weaknesses; and define strategic remediation rather than operate as a tactical incident resolver.
• Deep hands-on experience designing, engineering and optimising Microsoft 365 services, including Teams, Exchange Online, SharePoint and OneDrive, together with advanced endpoint-management capability across Intune, Autopilot, Windows 11, application deployment, compliance policies, configuration profiles and security baselines.
• Advanced knowledge of Entra ID/Azure AD, Conditional Access, multifactor authentication, device identity, privileged access and identity integration, with experience defining secure target-state configurations, assessing control effectiveness and resolving complex cross-platform design or configuration issues.
• Strong command of ITSM, service ownership and engineering governance, using incident trends, problem records, risk data, vulnerability findings, audit outcomes and service-performance measures to shape prioritized roadmaps, engineering backlogs, lifecycle decisions and preventative improvement initiatives.
• Ability to define engineering standards, reference configurations, technical patterns, operating procedures, control evidence and lifecycle roadmaps, and to provide authoritative technical guidance to Level 1 and Level 2 teams while influencing service owners, architecture, cyber security, risk and technology partners.
• Advanced practical experience with PowerShell, Microsoft Graph and relevant administration, reporting and monitoring tools to automate provisioning, configuration validation, compliance assessment, remediation, evidence collection and service-health reporting at enterprise scale.

Certification if any

Essential / Strongly Preferred Certifications

MS‑900 (Microsoft 365 Fundamentals)

AZ‑900 (Azure Fundamentals)

ITIL 4 Foundation

Desirable Certifications

MD‑102 (Endpoint Administrator)

SC‑900 or SC‑300

Power Platform Fundamentals (PL‑900)

Microsoft 365 Administrator (associate-level) certifications