IT Service Desk Operations Lead

About the role

The Service Desk Operations Site Lead provides reliable on‑site IT support and serves as the primary point of accountability for all local IT services, including end‑user support, executive assistance, video‑conferencing, and infrastructure management across US and EU locations.

Key responsibilities

• Deliver on‑site and remote support for hardware, software, mobile devices, and connectivity issues, handling incidents and service requests per SLA.
• Manage executive and VIP technical support, including audiovisual and conference‑room systems for high‑profile meetings.
• Oversee video‑conferencing and collaboration technologies (Microsoft Teams Rooms, Zoom Rooms, AV equipment) and perform maintenance, upgrades, and documentation.
• Maintain local network infrastructure, perform basic troubleshooting, and coordinate with vendors and facilities for hardware, telecom, and AV services.
• Support employee onboarding/offboarding, asset lifecycle management, and act as liaison for facilities‑related technology projects.

Required profile

• Minimum five years of experience in IT Service Desk, Desktop Support, or Site Support within a corporate environment.
• Experience providing remote support to international users and familiarity with EU office environments.
• Bachelor’s degree in IT, Computer Science, or equivalent experience preferred.

Required skills

• Microsoft 365 and endpoint management solutions
• Enterprise video‑conferencing platforms (Microsoft Teams Rooms, Zoom Rooms) and AV equipment
• Basic networking concepts (VLANs, DHCP, DNS, wireless)
• Hardware provisioning, asset inventory, and lifecycle management
• Vendor coordination and contract management