IT Service Desk Operations Lead

About the role

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. The role balances support for European Union offices with US/global optimization initiatives.

Key responsibilities

• Provide on‑site and remote support for hardware, software, mobile devices, and connectivity issues, handling incidents and service requests per SLA.
• Manage video‑conferencing, audiovisual and collaboration technologies, including Microsoft Teams Rooms and Zoom Rooms, for executive and hybrid meetings.
• Maintain local network infrastructure (switches, wireless APs, VLANs, DHCP, DNS) and coordinate with vendors, facilities and centralized IT teams.
• Oversee asset lifecycle, onboarding/offboarding, and executive/VIP technical support, ensuring white‑glove service.

Required profile

• Minimum five years of experience in IT Service Desk, Desktop or Site Support within a corporate environment.
• Experience supporting international users and EU locations; German language skills are a plus.
• Proven ability to manage vendor relationships and coordinate IT‑adjacent facilities initiatives.

Required skills

• Microsoft 365 and endpoint management solutions.
• Enterprise video‑conferencing and AV systems (Microsoft Teams Rooms, Zoom Rooms).
• Network fundamentals: switches, VLANs, DHCP, DNS, wireless networking.
• Hardware provisioning, asset inventory, and lifecycle management.