Lead Workplace Technology Support Specialist

• Let's Write Africa's Story Together!
• Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The Lead Workplace Technology Support role is accountable for the day-to-day leadership, service performance and continuous improvement of on-site technology support at 1 Mutual Place. The incumbent leads the Genius Hub and workplace support capability, provides a senior escalation point for complex end-user, meeting-room and executive support issues, and drives a consistent, secure and high-quality employee technology experience. The role combines operational leadership with digital transformation delivery, using ServiceNow, automation, AI-enabled support and data-led improvement to reduce user disruption, improve resolution outcomes and modernise workplace support.

Workplace Technology Support Leadership

• Lead the on-site Workplace Technology Support function at 1 Mutual Place, including daily work allocation, prioritisation, service coverage, escalations and operational readiness.
• Provide technical and operational leadership to support engineers, reinforcing clear ownership, disciplined execution, knowledge sharing and a customer-first service culture.
• Act as the senior escalation point for complex incidents and service requests involving end-user devices, workplace applications, connectivity, collaboration tools, printing and peripheral technologies.
• Ensure effective Genius Hub operations and coordinated support across walk-in, remote, floor-walking and scheduled support channels.
• Maintain effective escalation and hand-off arrangements with the Service Desk, platform teams, asset operations, facilities, security teams and technology vendors.

Executive, VIP and Meeting-Room Support

• Lead high-touch support for executives, board members and business-critical users, ensuring professional communication, rapid restoration and appropriate follow-through.
• Oversee technology readiness for executive meetings, events and high-impact business engagements at 1 Mutual Place.
• Coordinate support for meeting-room and audio-visual technologies, including proactive checks, incident response, vendor escalation and recurring-problem remediation.
• Identify risks to employee productivity and meeting-room availability, escalate material issues and track corrective actions to closure.

Service Management and ServiceNow

• Use ServiceNow as the system of record for incidents, requests, problems, changes, knowledge and service reporting.
• Monitor support queues, ageing, priorities, SLA performance, repeat incidents, customer feedback and backlog health, and intervene where service performance is at risk.
• Ensure ticket records are complete, accurately categorised, assigned to the correct resolver group and supported by clear resolution notes and knowledge references.
• Develop and maintain knowledge articles, standard operating procedures, support playbooks and service catalogue improvements that enable consistent delivery and shift-left support.
• Work with ServiceNow platform and process teams to improve workflows, routing, approvals, notifications, dashboards, virtual-agent journeys and employee self-service.

Digital Transformation, Automation and Digitisation

• Lead and deliver workplace support transformation initiatives that simplify services, digitise manual processes and improve the employee experience.
• Identify high-volume, repeatable support activities suitable for automation, self-service, orchestration or proactive remediation, and translate them into prioritised delivery opportunities.
• Deliver projects from discovery and business-case definition through design, testing, implementation, adoption and measurable value realisation.
• Apply automation tools and scripting, including PowerShell, Power Automate, ServiceNow Flow Designer or equivalent capabilities, to improve request fulfilment, reporting, device support and operational controls.
• Promote the practical and responsible use of AI-enabled support capabilities, such as Microsoft Copilot, ServiceNow Now Assist, Virtual Agent and approved enterprise AI tools.
• Track the impact of digitisation and automation through measures such as reduced manual effort, faster fulfilment, improved first-contact resolution, lower repeat demand and improved employee satisfaction.

Operational Performance, Risk and Governance

• Maintain clear operational dashboards and reporting covering incident and request volumes, SLA achievement, backlog, ageing, repeat issues, executive-impacting incidents, meeting-room availability and customer experience.
• Lead problem identification, root-cause analysis and continuous-improvement actions for recurring workplace technology issues.
• Support change planning, implementation readiness, post-change validation and early-life support for technology releases affecting users at 1 Mutual Place.
• Ensure compliance with security, access, privacy, asset, software and operational-control requirements, escalating exceptions and risks through the appropriate governance channels.
• Coordinate business continuity and resilience arrangements for critical workplace support services, including documented procedures and vendor dependencies.

Stakeholder, Vendor and Team Engagement

• Build effective relationships with employees, executive offices, business stakeholders, Service Desk teams, engineering teams, IT Asset Operations, Facilities and Security.
• Manage vendor engagement and service escalations for workplace devices, audio-visual services and other on-site support dependencies.
• Provide concise service updates, risk visibility and recovery plans to relevant stakeholders during high-impact incidents or service degradation.
• Coach and mentor team members, identify capability gaps, coordinate cross-skilling and support the development of future-fit skills in AI, automation, digital experience and modern workplace technologies.
• Champion adoption of Microsoft 365, collaboration tools, self-service capabilities and new digital workplace services through practical user enablement.

Minimum Requirements

• Matric is essential.
• Relevant diploma, degree or recognised IT qualification is advantageous.
• At least 6 years of experience in end-user computing, deskside support, workplace technology or IT service operations, including experience leading technical teams or service delivery at a major corporate location.
• ITIL 4 Foundation or an equivalent service-management certification.
• Demonstrated experience delivering digital transformation, automation or digitisation projects from concept through implementation and benefits tracking.
• Hands-on experience using ServiceNow for incident, request, problem, change, knowledge, service catalogue, workflow or reporting activities.
• Strong practical experience supporting Windows and macOS devices, Microsoft 365, Teams, OneDrive, workplace applications, printers, peripherals, meeting-room and audio-visual technologies.
• Experience supporting executives and business-critical users in a high-pressure enterprise environment.
• Working knowledge of endpoint and workplace platforms such as Microsoft Intune, Endpoint Manager, Entra ID, Windows Autopilot, digital employee experience tooling and remote-support technologies.
• Understanding of ITIL-aligned service management, SLA management, operational risk, change control, root-cause analysis and continual service improvement.
• Strong analytical, documentation, stakeholder-management, vendor-management and communication skills.

Advantageous Certifications

• ServiceNow Certified System Administrator (CSA), ServiceNow Micro-Certification, or equivalent demonstrated ServiceNow capability is advantageous.
• A recognised AI certification, such as Microsoft Azure AI Fundamentals (AI-900), Microsoft 365 Copilot, Copilot Studio or an equivalent responsible-AI credential, is advantageous.
• A recognised automation certification in Power Automate, ServiceNow Flow Designer, robotic process automation or equivalent workflow technology is advantageous.
• Microsoft 365, Modern Desktop, Endpoint Administrator, Teams or related workplace technology certification is advantageous.
• Project delivery, Agile, Scrum or change-management certification is advantageous.

Skills

Computer Literacy, Database Administration, Database Management Systems (DBMS), Database Queries, Data Controls, Document Management, Executing Plans, Expertise Management System, Knowledge Management, Metadata Management, Object-Oriented Database Management System (OODBMS), Office Systems, Oral Communications, Policies & Procedures, Test Case Management

Competencies

Collaborates

Communicates Effectively

Decision Quality

Ensures Accountability

Manages Complexity

Optimizes Work Processes

Plans and Aligns

Tech Savvy

Education

NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Closing Date

• 25 August 2026 , 23:59
• The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
• The Old Mutual Story!