Site IT Support Lead

Primary Responsibilities

• Plan workforce coverage, staffing models, and schedules to ensure consistent service delivery across site support queues, channels, and onsite needs.
• Manage service performance governance, including queue health, backlog aging, escalation management, quality reviews, and operational reporting.
• Maintain knowledge articles, training materials, quality checks, reporting, and support procedures.
• Coordinate with vendors and escalate service issues where third-party providers support delivery.
• Provide priority support as needed for site leaders, senior leaders, and priority business situations, with timely response and effective escalation management.
• Support IT onboarding and offboarding processes, including device readiness, access coordination, asset recovery, user experience, and partnership with HR, Facilities, Security, and contractor teams.

Qualifications

• 3–5 years of progressive IT support, service desk, desktop support, workplace technology, or IT operations experience; an equivalent combination of education, training, and experience may be considered.
• 2–4 years of people leadership experience preferred, including direct management or coordination of technical support employees and contractors.
• Demonstrated ability to manage operational performance, service levels, staffing, escalations, and continuous improvement initiatives.
• Strong understanding of ITIL-aligned service management practices and the ability to drive consistent process adoption.
• Preferred experience with incident management, change management, major incident management, and problem management in an ITIL-aligned environment.
• Experience managing vendor relationships, service reviews, operational governance, and contract performance preferred.
• Strong stakeholder management, communication, and influencing skills, with the ability to communicate effectively with all levels of the organization, including executives, and partners across IT, business, facilities, security, and vendor teams.
• Experience with ITSM platforms, reporting dashboards, knowledge management, quality programs, and workforce planning practices.
• Ability to balance customer experience, operational rigor, compliance, and cost effectiveness in a fast-paced support environment.
• Support basic training plans, role readiness, and capability development for support staff.