Onsite Support Lead

Key Responsibilities:

Leadership & Team Management:

• Lead, mentor, and manage global and regional onsite support engineers.
• Act as the escalation point for complex technical and operational issues.
• Drive performance management, coaching, and skills development.
• Support hiring, onboarding, and workforce planning across regions.

Global Onsite Support Operations:

• Own global onsite support delivery standards, SLAs, and KPIs.
• Ensure consistent support experience across offices and locations.
• Coordinate coverage models, shift planning, and on-call rotations.
• Partner with regional leads to align local needs with global strategy.

Technical Support & Escalation:

• Provide advanced hands-on support for endpoint, network, and infrastructure issues.
• Lead root cause analysis and resolution of recurring or critical incidents.
• Ensure effective collaboration with Service Desk, Infrastructure, Security, and Vendors.
• Oversee hardware lifecycle management (laptops, peripherals, meeting rooms, AV).

Process, Tools & Continuous Improvement:

• Define and improve onsite support processes, documentation, and runbooks.
• Drive adoption of ITSM tools, asset management, and monitoring solutions.
• Identify automation and efficiency opportunities.
• Lead post-incident reviews and service improvement initiatives.

Stakeholder & Vendor Management:

• Act as primary onsite IT contact for office leadership and business stakeholders.
• Manage vendor relationships for onsite services, hardware, and facilities IT.
• Communicate service health, risks, and improvements to leadership.

Compliance & Security:

• Ensure compliance with company IT policies, security standards, and audits
• Enforce endpoint security, access control, and data protection practices
• Support business continuity and disaster recovery readiness

Required Skills:

• Diploma or Bachelor's Degree in Computer Science, Information Technology, or a related field.
• Excellent communication in English and Dutch.
• Good to have: French.
• 5-7 years of experience in similar role.
• Excellent customer management skills and Customer First Attitude.
• Strong knowledge of Microsoft Windows OS, Office 365, Active Directory, Intune and remote support tools.
• Familiarity with Windows OS, macOS, mobile device platforms (iOS/Android), and enterprise antivirus solutions is a plus.
• Excellent problem-solving skills and the ability to work independently or as part of a team.
• Certifications: ITILV3/ITIL 4 Foundation certified (Mandatory), CompTIA A+/Network+, Microsoft Certified: Modern Desktop Administrator Associate