IT Site Lead

Essential Job Duties And Responsibilities

• Prioritize, track, and act on end-user support issues, ensuring timely resolution and status updates.
• Provide expert troubleshooting for Windows/macOS PCs, mobile devices, Microsoft 365, remote access, Citrix, and enterprise applications.
• Deliver concierge-level IT support for Executive Leadership, ensuring priority resolution.
• Ensure seamless executive meetings and contact center operations by setting up and troubleshooting AV equipment, presentations, and remote collaboration tools.
• Manage ticket queues, ensuring SLAs are met and escalating complex issues appropriately.
• Document resolutions and update the internal knowledge base and user-facing IT guides.
• Monitor trends in IT issues and propose process improvements to reduce repeat incidents.

End-User & Executive IT Support

• Image, configure, and deploy new laptops, desktops, and peripherals.
• Oversee IT asset inventory, ensuring accurate tracking from deployment to decommissioning.
• Manage hardware refresh cycles, ensuring users receive updated equipment in a timely manner.
• Provision, maintain, and troubleshoot phones (desk phones, softphones, mobile devices).
• Manage IT support for new hires and terminations, ensuring smooth onboarding and decommissioning.

Collaboration & Process Improvement

• Work closely with Managers and ITSS to ensure site IT needs are met.
• Partner with HR and Facilities teams for smooth employee onboarding/offboarding IT processes.
• Train employees on IT best practices, self-service resources, and common troubleshooting steps.
• Act as the local IT representative, gathering feedback to improve IT support strategies.

Datacenter & Onsite IT Tasks (As Directed by IT Shared Services)

• Perform cabling, rack and stack, and hardware installations as directed by ITSS.
• Cook up onsite IT work such as hardware installations, decommissions, and vendor access for maintenance.
• Ensure adherence to cabling, power management, and physical security best practices in IT spaces.

Required Skills and Knowledge

• Technical Skills: End-User Computing & IT Service Delivery, Executive & VIP Support, Incident & Request Queue Management, IT Service Management, Hardware & Software Troubleshooting, Endpoint Management & Deployment, Identity & Access Management, Networking Fundamentals.
• Communication & Documentation: IT Documentation & Knowledge Base, Collaboration & Communication, Asset & Inventory Management, Physical IT Support, Clear & Effective Communication.

Required Competencies

• Problem-Solving & Troubleshooting, Leadership & Initiative, Customer Service Orientation, Process Optimization, Flexibility & Availability, Multitasking & Prioritization, Clear & Effective Communication.

Required Work Experience

• 5+ years of experience in IT support, desktop support, or IT operations.
• 2+ years of experience in a lead or senior IT support role, managing technical escalations and ITSM workflows.
• Experience troubleshooting Windows/macOS environments, Microsoft 365, and enterprise applications.
• Hands-on experience with IT ticketing systems (ServiceNow, Jira, or similar).
• Experience supporting Executive/VIP users preferred.

Required Qualifications

• Bachelor’s degree or equivalent 2 years additional experience in a support lead role.

Required Languages

• English

Travel / Rotation Requirements

• Occasional Travel
• Occasional off hours / weekends as necessary