IT Onsite Support Lead

The IT Onsite Support Lead is responsible for monitoring and managing daily onsite IT support operations, including identifying high ticket volumes, unplanned incidents, and service outages that may impact business operations. The role involves monitoring response and resolution times against defined SLAs, managing team workloads and ticket queues, and ensuring timely resolution and escalation of technical issues. The position also handles escalation management, conducts thorough investigations of customer concerns, and provides technical and process guidance to the onsite support team.

Additionally, the role ensures proper maintenance of best practices and knowledge-based documentation and prepares monthly reports on IT onsite support activities and performance.