IT Service Desk Operations Lead

Position Summary

The Service Desk Operations Site Lead is responsible for delivering reliable, high-quality on-site IT support and serves as the primary point of accountability for all local IT services. This role manages day-to-day end user and executive support, site infrastructure, video conferencing and collaboration technologies, vendor coordination, and facilities-adjacent IT activities while partnering closely with centralized IT teams. The Site Lead proactively identifies opportunities to improve the local IT environment, enhances the end-user experience, and participates in cross-functional initiatives that support operational excellence.

In addition to site responsibilities, this role serves as the primary IT support resource for all the organization's European Union (EU) offices and global support. The role will dedicate approximately 50 % to Europe IT support and 50 % to US/Global IT optimization initiatives and projects. The balance is indicative and will vary according to business needs, providing both remote support and coordination of local technology services to ensure consistent service delivery, operational continuity, and alignment with global IT standards across international locations. The position also serves as the primary escalation point for conference room technology, audiovisual systems, and collaboration platforms that enable on-site, remote, and hybrid work environments.

Primary Responsibilities

IT Service Desk & End-User Support

• Serve as the primary on-site IT support for all hardware, software, mobile devices, and connectivity issues.
• Triage, resolve, and escalate incidents and service requests in accordance with established SLA guidelines while maintaining accurate ticket documentation.
• Provision, configure, deploy, and decommission user workstations, laptops, peripherals, printers, and mobile devices.
• Support employee onboarding and offboarding activities in coordination with HR and centralized IT teams.
• Maintain local IT asset inventories, lifecycle management records, warranty tracking, and refresh schedules.
• Provide hands-on support for Microsoft 365, endpoint management solutions, collaboration tools, and enterprise applications.

Executive & VIP Support

• Provide dedicated, high-priority technical support for executives, VIPs, and business-critical users.
• Support audiovisual and conferencing requirements for executive meetings, board presentations, town halls, and company-wide events.
• Coordinate with centralized IT teams to ensure executive travel readiness, including VPN, MFA, mobile device, and remote access support.
• Proactively identify and resolve issues before they impact executive productivity.
• Deliver white-glove service with a focus on responsiveness, professionalism, and discretion.

Video Conferencing & Collaboration Support

• Serve as the primary site lead for video conferencing, audiovisual (AV), and collaboration technologies.
• Provide on-site and remote support for executive meetings, board presentations, training sessions, town halls, all-hands meetings, and hybrid events.
• Troubleshoot and resolve issues involving Microsoft Teams Rooms, Zoom Rooms, conference room systems, displays, cameras, microphones, speakers, wireless presentation devices, and other collaboration technologies.
• Coordinate with vendors, facilities teams, and centralized IT groups to maintain and enhance conference room technology and meeting experiences.
• Perform regular testing, preventative maintenance, and health checks of AV and conferencing systems to ensure operational readiness.
• Manage conference room technology upgrades, deployments, and hardware refresh initiatives.
• Develop and maintain conference room standards, documentation, and support procedures.

Vendor & Contract Management

• Serve as the on-site point of contact for IT hardware, software, telecom, and AV vendors.
• Coordinate vendor access, scheduling, and on-site work activities.
• Monitor local vendor performance and escalate issues to IT leadership when necessary.
• Assist with procurement requests, quote evaluations, equipment receiving, and asset verification.
• Ensure vendor activities align with company standards, security requirements, and operational needs.

Physical Networking & Infrastructure

• Maintain local network infrastructure, including switches, wireless access points, patch panels, structured cabling, and telecommunications equipment.
• Perform basic network troubleshooting involving connectivity, VLANs, DHCP, DNS, and wireless networking while escalating complex issues to network engineering teams.
• Support rack-and-stack activities for network and server hardware.
• Coordinate with internet service providers and facilities teams regarding maintenance activities, outages, and upgrades.
• Maintain accurate network documentation, including circuit inventories, port assignments, and network diagrams.

 

Facilities & IT-Adjacent Support

• Act as the primary IT liaison for facilities initiatives affecting technology systems in all our European Union sites.
• Coordinate office moves, workstation deployments, desk relocations, and conference room technology installations.
• Manage UPS devices, power distribution equipment, cable management, and related IT-adjacent infrastructure.
• Assist with badge access systems, security cameras, digital signage, and other physical security technologies as needed.
• Escalate building and facilities issues that impact business operations or technology services.

General & Cross-Functional Responsibilities

• Maintain and contribute to local IT documentation, knowledge base articles, standard operating procedures, and runbooks.
• Communicate site-level issues, project status updates, risks, and service impacts to IT leadership and business stakeholders.
• Participate in change management activities and adhere to IT security, compliance, and governance policies.
• Act as the on-site escalation point and accountable owner for local IT operations.
• Identify opportunities for process improvement, automation, standardization, and service enhancements.
• Participate in cross-functional projects supporting business growth, office expansions, technology refreshes, and operational excellence initiatives.

Education, Experience, and Skills

A bachelor’s degree in Information Technology, Computer Science, or a related field is preferred, or an equivalent combination of education and relevant experience. Candidates should possess a minimum of five (5) years of experience in IT Service Desk, Desktop Support, or Site Support operations, with demonstrated ownership of local IT services in a corporate environment.

Required experience includes:

• Experience in providing remote support to international users and global office locations is preferred.
• Fluency in German, or strong German language skills, is a plus to support users and business operations across European Union locations.
• Supporting end users and executives in a corporate office environment.
• Endpoint management, device provisioning, onboarding/offboarding, and asset lifecycle management.
• Enterprise video conferencing and audiovisual technologies, including Microsoft Teams Rooms, Zoom Rooms, conference room systems, and hybrid meeting environments.
• Supporting business-critical meetings, executive presentations, and company-wide events.
• Basic networking concepts and local infrastructure support.
• Vendor coordination and service management.
• Strong written and verbal communication skills.
• Excellent customer service, troubleshooting, and problem-solving capabilities.
• Ability to work independently while collaborating effectively with centralized IT teams and business stakeholders.

Must Possess

• Excellent communication, customer service, and interpersonal skills.
• Strong analytical thinking and technical troubleshooting abilities.
• Experience providing high-touch executive and VIP support.
• Demonstrated ownership of on-site IT operations and Service Desk support.
• Strong organizational, documentation, and prioritization skills.
• Experience supporting enterprise audiovisual and video conferencing technologies.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience coordinating effectively with vendors, facilities teams, HR, security, and IT stakeholders.
• Working knowledge of endpoint management platforms, collaboration technologies, and networking fundamentals.
• Commitment to operational excellence and continuous improvement.

Physical Requirements

While performing the duties of this position, the employee is regularly required to stand, walk, sit, use hands and fingers, reach with hands and arms, climb, balance, stoop, kneel, crouch, and communicate effectively in an office environment. The employee may be required to work under desks, in wiring closets, conference rooms, and other technical spaces.

The employee must frequently lift, carry, push, pull, and move IT equipment, monitors, desktop computers, laptops, audiovisual equipment, conference room technology, and related materials weighing up to 25 pounds, and occasionally lift or move equipment weighing more than 25 pounds, with or without reasonable accommodation.

The role may require transporting equipment throughout office locations, supporting technology deployments, setting up conference room equipment, and standing for extended periods during meetings, events, hardware installations, and troubleshooting activities.

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