Team Lead, IT On-Site Support Services - North America

Description

• Develop and enforce standard operating procedures for incident response, service request handling, and escalation protocols.
• Travel as needed to support remote sites and ensure consistent service delivery.
• Monitor the North America IT incident queue to ensure prompt service delivery, ensuring compliance with Service Level Agreements.
• Lead and manage regional on-site IT support teams, ensuring timely and effective resolution of technical issues.
• Manage software updates, ensuring systems are up-to-date.
• Support onboarding and offboarding processes, including device provisioning and decommissioning.
• Maintain accurate documentation of support activities, asset inventories, and configuration records.
• Manage vendor relationships and third-party support contracts for on-site services.
• Oversee installation, configuration, and maintenance of PCs, mobile devices, IP phones, scanners, label printers, and other IT hardware.

Requirements

• Strong verbal and written communication skills.
• Experience working with Active Directory, Group Policy.
• 10+ years or more related IT experience.
• Technical competency with printer, scanner and other hardware devices.
• Strong leadership and communication skills.
• Comfortable working with Business leaders.
• Excellent problem-solving skills.
• Knowledge of video conferencing concepts.
• Bachelor’s degree in Information Technology or other relevant discipline preferred, or equivalent experience in IT required.
• Knowledge of relevant operating systems – Windows, Mac, iOS.
• Basic Knowledge of networking technologies.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance