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!