Description

Job Summary
The Site IT Deskside Lead serves as the primary IT representative for the site, providing advanced hands-on technical support while acting as the key liaison between business users and the broader IT organization. This role combines Deskside support, technical leadership, operational coordination, and Business Relationship Management (BRM) responsibilities to ensure effective delivery of IT services and alignment between business needs and technology solutions.

The Site IT Deskside Lead is responsible for resolving complex technical issues, providing onsite support, coordinating local IT activities, managing escalations, guiding other technicians, and driving continuous service improvement. The role acts as the voice of the business within IT and the voice of IT within the business, ensuring users receive excellent support while maintaining compliance with corporate standards, policies, and procedures.

Work Environment: This position is fully onsite and requires daily physical presence at the assigned facility. Due to the hands-on nature of the role, including end-user support, hardware deployments, site leadership responsibilities, and stakeholder engagement activities, remote work is not considered a regular work arrangement for this position.
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Key Responsibilities
Deskside and End User Support
* Provide onsite and remote technical support for desktops, laptops, mobile devices, printers, meeting room technology, and workplace IT services.
* Troubleshoot and resolve Level 1-3 incidents and service requests involving Windows 10/11, Microsoft 365, SAP, enterprise applications, hardware, and peripherals.
* Diagnose hardware issues, coordinate repairs, replace components, and manage device deployment activities.
* Manage workstation imaging, software deployment, and technology refresh activities.
* Support conference room, collaboration, audiovisual, and workplace technologies.
* Maintain ownership of incidents through resolution and ensure timely communication with end users.
* Create and maintain technical documentation, support articles, and user guides.
* Maintain a visible onsite presence and serve as the primary local IT representative for end users and site leadership.
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Site IT Leadership
* Serve as the local IT lead and primary escalation point for site-related technical issues.
* Provide technical guidance and mentoring to Deskside technicians and support personnel.
* Assist with the resolution of complex, high-priority, or business-critical incidents.
* Coordinate local IT support activities and ensure appropriate prioritization of work.
* Monitor service quality and identify opportunities to improve support effectiveness and user satisfaction.
* Support local and global IT initiatives, projects, deployments, migrations, and technology rollouts.
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Business Relationship Management (BRM)
* Act as the primary point of contact between the site's business users and the broader IT organization.
* Build and maintain trusted relationships with site leadership, department managers, and key stakeholders.
* Understand business processes, operational priorities, and technology requirements to ensure IT services support business objectives.
* Serve as an advocate for end users by representing business needs, pain points, and opportunities to IT teams.
* Translate business requirements into actionable IT requests, projects, and service improvements.
* Facilitate communication and collaboration between users and IT teams, including Infrastructure, Applications, Security, Service Management, Network, and Enterprise Platforms.
* Participate in local leadership meetings to understand upcoming business initiatives and potential technology impacts.
* Proactively identify opportunities to improve employee experience, productivity, automation, and technology adoption.
* Support change management efforts and help drive successful adoption of new technologies and processes.
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IT Service Management & Operational Coordination
* Monitor and manage Deskside ticket queues to ensure timely assignment and resolution of incidents and requests.
* Prioritize urgent issues and coordinate resources during service-impacting events.
* Review ticket quality and ensure compliance with IT service management standards and processes.
* Coordinate activities with Service Desk, Infrastructure, Security, Applications, and external service providers.
* Track recurring issues and perform root cause analysis to improve service stability and customer satisfaction.
* Support asset lifecycle management, inventory accuracy, and site technology governance.
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Continuous Improvement & Compliance
* Identify and implement opportunities to improve IT services, support processes, and user experience.
* Contribute to the development and maintenance of IT standards, procedures, and knowledge management resources.
* Ensure compliance with company policies, regulatory requirements, security standards, and quality procedures.
* Escalate risks, service gaps, and compliance concerns to management as appropriate.
* Support technology governance and promote adherence to enterprise IT standards.
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Required Qualifications
Technical Skills
* Strong hands-on troubleshooting experience in enterprise IT environments.
* Advanced knowledge of Windows 10/11, Microsoft 365, endpoint devices, and enterprise software solutions.
* Experience with Active Directory, device imaging, software deployment, and endpoint management tools.
* Knowledge of networking fundamentals, TCP/IP, and workplace infrastructure technologies.
* Experience supporting conference room and audiovisual technologies.
* Strong problem-solving and root cause analysis skills.
Leadership & Business Skills
* Ability to lead through influence rather than direct authority.
* Strong stakeholder management and relationship-building skills.
* Ability to communicate effectively with both technical and non-technical audiences.
* Strong customer advocacy mindset.
* Demonstrated ability to bridge business requirements and technology solutions.
* Ability to manage multiple priorities within a fast-paced environment.
Communication Skills
* Excellent verbal and written communication skills.
* Strong customer service and interpersonal skills.
* Ability to interact effectively with employees at all organizational levels.
* Ability to create technical documentation and present information clearly. [
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Preferred Experience
* 5+ years of experience providing IT support in an enterprise environment. (Recommended enhancement based on the broader scope of the role.)
* Experience in Deskside Support, End User Computing, Field Services, or Workplace Technology support.
* Experience acting as a technical lead, site IT representative, or escalation point.
* Experience supporting business stakeholders and coordinating across multiple IT teams.
* Experience participating in technology projects, site implementations, migrations, or change initiatives.
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Education and Certifications
* Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field preferred.
* Relevant technical certifications such as Microsoft, ITIL, CompTIA, Apple, or equivalent certifications preferred

Key Skills

Education

Any Graduate