IT Site Lead

Job description

Essential Job Duties and Responsibilities: At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities. Now, we’re looking for talented individuals to join our team and make a difference. The IT Site Lead is responsible for delivering high-quality onsite IT support with a focus on end-user computing, incident resolution, and executive support. This role ensures quick diagnosis and resolution of PC, phone, software, and peripheral issues while maintaining exceptional service delivery to all employees, including Executive Leadership. In addition to supporting end-user devices, the IT Site Lead will manage IT asset lifecycle processes, oversee new hire and termination IT workflows, and coordinate onsite IT tasks such as hardware imaging, phone provisioning, and user education. This role also assists with basic datacenter tasks (cabling, rack and stack, hardware installations) under the guidance of IT Shared Services and regional teams. This position requires strong customer service skills, an organized approach to ticket management, and the ability to balance multiple priorities. Occasional off-hours and weekend support may be required for critical incidents, maintenance, and executive needs. End-User & Executive IT Support 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. Hardware Deployment & IT Asset Management 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. Coordinate 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 (Brief description of technical knowledge or skills needed to perform the job) Technical Skills End-User Computing & IT Service Delivery – Strong experience with Windows/macOS, Microsoft 365, and enterprise applications. Executive & VIP Support – White-glove IT support experience for senior executives and high-priority issues. Incident & Request Queue Management – Expertise in prioritizing tickets, resolving within SLAs, and managing IT queues. IT Service Management (ITSM) – Experience with ServiceNow for ticketing, incident tracking, and asset management. Hardware & Software Troubleshooting – Hands-on experience resolving hardware/software issues for laptops, desktops, and peripherals. Endpoint Management & Deployment – Proficiency in Windows Autopilot for device provisioning, imaging, and deployment. Identity & Access Management – Familiarity with Active Directory (ADUC), Group Policy (GPM), OKTA, and Microsoft Authenticator. Networking Fundamentals – Basic understanding of TCP/IP networking concepts and troubleshooting. Communication & Documentation IT Documentation & Knowledge Base – Proficiency in Confluence for documenting IT procedures, troubleshooting guides, and knowledge sharing. Collaboration & Communication – Effective use of Microsoft Teams for real-time collaboration and IT coordination. Additional Capabilities Asset & Inventory Management – Ability to track IT hardware lifecycles, manage deployments, and ensure proper device retirement. Physical IT Support – Ability to lift and move up to 50 lbs. when performing racking, asset movement, and hardware installations. Required Competencies (Critical behaviors necessary to successfully perform the job) Problem-Solving & Troubleshooting – Ability to quickly diagnose and resolve technical issues. Leadership & Initiative – Takes ownership of local IT support, guiding junior technicians and improving processes. Customer Service Orientation – Ensures high-quality IT service delivery, particularly for Executive Support. Process Optimization – Identifies opportunities to enhance IT service efficiency and user experience. Flexibility & Availability – Willingness to provide after-hours or weekend support for critical incidents or maintenance. Time Management – Ability to efficiently prioritize and manage multiple tasks to ensure timely resolution of IT issues and adherence to SLAs. Multitasking & Prioritization – Capable of handling multiple priorities simultaneously, balancing urgent requests, ongoing projects, and routine IT support tasks. Clear & Effective Communication – Strong written and verbal communication skills, ensuring clear documentation, effective collaboration with teams, and professional interaction with end users at all levels, including executives. Required Work Experience (Brief description of the job-related experience needed to perform the job) 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 (Brief description of the educational background needed to perform the job) Bachelor’s degree or equivalent 2 years additional experience in a support lead role. This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate. Required Languages (Brief description of the language skills needed to perform the job) English Travel / Rotation Requirements (Brief description of any travel or rotation requirements) Occasional Travel Occasional off hours / weekends as necessary