Site IT Support Lead

job description summary: the site it support lead is accountable for delivering high-quality service desk and onsite it support for a single assigned site. This role coordinates daily work and provides technical guidance, manages staffing and service performance, oversees vendor relationships, and works with itsm practice owners to support consistent use of established processes. The role supports reliable daily service delivery, a positive customer experience, and consistent execution of established support procedures.

job description: primary responsibilities

• plan workforce coverage, staffing models, and schedules to ensure consistent service delivery across site support queues, channels, and onsite needs.
• manage service performance governance, including queue health, backlog aging, escalation management, quality reviews, and operational reporting.
• monitor basic service metrics such as customer satisfaction, ticket aging, backlog trends, and resolution performance.
• develop and execute continuous improvement plans that enhance customer experience, reduce avoidable volume, and improve operational efficiency.
• support consistent use of established itsm processes for incidents, requests, knowledge articles, changes, and asset-related activities.
• maintain knowledge articles, training materials, quality checks, reporting, and support procedures.
• coordinate with vendors and elevate service issues where third-party providers support delivery.
• provide priority support as needed for site leaders, senior leaders, and priority business situations, with timely response and effective escalation management.
• support it onboarding and offboarding processes, including device readiness, access coordination, asset recovery, user experience, and partnership with hr, facilities, security, and contractor teams.

qualifications

• 3–5 years of progressive it support, service desk, desktop support, workplace technology, or it operations experience; an equivalent combination of education, training, and experience may be considered.
• 2–4 years of people leadership experience preferred, including direct management or coordination of technical support employees and contractors.
• demonstrated ability to manage operational performance, service levels, staffing, escalations, and continuous improvement initiatives.
• strong understanding of itil-aligned service management practices and the ability to drive consistent process adoption.
• prefered experience with incident management, change management, major incident management, and problem management in an itil-aligned environment.
• experience managing vendor relationships, service reviews, operational governance, and contract performance preferred.
• strong stakeholder management, communication, and influencing skills, with the ability to communicate effectively with all levels of the organization, including executives, and partners across it, business, facilities, security, and vendor teams.
• experience with itsm platforms, reporting dashboards, knowledge management, quality programs, and workforce planning practices.
• ability to balance customer experience, operational rigor, compliance, and cost effectiveness in a fast-paced support environment.
• support basic training plans, role readiness, and capability development for support staff.

focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about focus, visit  or follow the company on linkedin.

focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law. Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.

If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job…