Key Responsibilities
- Serve as the primary technical lead for on-site infrastructure services, ensuring consistent, high-quality support across all service areas.
- Provide supervision and support for contractor's Level 1 and 2+ deskside and remote troubleshooting support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.
- Act as the escalation point for complex or sensitive support issues.
- Provide hands-on technical oversight of vendor-managed site teams, ensuring adherence to service standards and rapid issue resolution.
- Partner with Infrastructure leaders to align support operations with business needs and reinforce a service-first culture.
- Build and maintain strong relationships with business stakeholders, acting as a trusted advisor for technology needs.
- Promote a culture of service excellence, accountability, and continuous improvement across the site.
- Maintain and update tickets in alignment with SLA and KPI targets.
- Manage IT asset lifecycle including procurement, inventory, and disposal.
- Oversee incident response and root cause analysis for issues, ensuring timely resolution and communication.
- Coordinate change, release, and problem management processes, ensuring minimal disruption to executive operations.
- Ensure compliance with IT policies, documentation standards, and security protocols across all site support activities and ensure contractor's compliance.
- Rack and un-rack network gear as needed
- Replace hot swap components (drives, fans, power supplies)
- Perform basic hardware diagnostics using indicator lights or vendor tools
- Patch devices according to provided diagrams, Maintain clean cable management, Document cable paths and port usage, Label equipment, cables, and rack positions clearly
- Run, dress, and secure copper and fiber cabling
- Terminate and test Ethernet cables
Required Qualifications
- Extensive experience in IT service delivery, site operations, or technical end user support/networks.
- Strong technical oversight and vendor coordination capabilities.
- Exceptional communication, problem-solving, and stakeholder engagement skills.
- Proficient in Microsoft Windows OS (Windows 11), Virtual Desktop Infrastructure, Microsoft 365, and workstation imaging, networking and network hardware/cabling.
- Ability to operate independently and make decisions in dynamic, fast-paced environments.
- Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management.
- Experience with IT Asset Management (ITAM) tools and practices.
- Bachelor's degree or 8-12 years of relevant IT experience.
Preferred Skills & Certifications
- Industry certifications (e.g., Microsoft, ITIL, CompTIA).
- Familiarity with performance management, capacity planning, and business relationship management.
