IT Site Lead

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At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

Now, we’re looking for talented individuals to join our team and make a difference.

The IT Site Lead is responsible for delivering high-quality onsite IT support with a focus on end-user computing, incident resolution, and executive support. This role ensures quick diagnosis and resolution of PC, phone, software, and peripheral issues while maintaining exceptional service delivery to all employees, including Executive Leadership.

In addition to supporting end-user devices, the IT Site Lead will manage IT asset lifecycle processes, oversee new hire and termination IT workflows, and coordinate onsite IT tasks such as hardware imaging, phone provisioning, and user education. This role also assists with basic datacenter tasks (cabling, rack and stack, hardware installations) under the guidance of IT Shared Services and regional teams.

This position requires strong customer service skills, an organized approach to ticket management, and the ability to balance multiple priorities. Occasional off-hours and weekend support may be required for critical incidents, maintenance, and executive needs.

End-User & Executive IT Support

• Prioritize, track, and act on end-user support issues, ensuring timely resolution and status updates.
• Provide expert troubleshooting for Windows/macOS PCs, mobile devices, Microsoft 365, remote access, Citrix, and enterprise applications.
• Deliver concierge-level IT support for Executive Leadership, ensuring priority resolution.
• Ensure seamless executive meetings and contact center operations by setting up and troubleshooting AV equipment, presentations, and remote collaboration tools.
• Manage ticket queues, ensuring SLAs are met and escalating complex issues appropriately.
• Document resolutions and update the internal knowledge base and user-facing IT guides.
• Monitor trends in IT issues and propose process improvements to reduce repeat incidents.

Hardware Deployment & IT Asset Management

• Image, configure, and deploy new laptops, desktops, and peripherals.
• Oversee IT asset inventory, ensuring accurate tracking from deployment to decommissioning.
• Manage hardware refresh cycles, ensuring users receive updated equipment in a timely manner.
• Provision, maintain, and troubleshoot phones (desk phones, softphones, mobile devices).
• Manage IT support for new hires and terminations, ensuring smooth onboarding and decommissioning.

Collaboration & Process Improvement

• Work closely with Managers and ITSS to ensure site IT needs are met.
• Partner with HR and Facilities teams for smooth employee onboarding/offboarding IT processes.
• Train employees on IT best practices, self-service resources, and common troubleshooting steps.
• Act as the local IT representative, gathering feedback to improve IT support strategies.

Datacenter & Onsite IT Tasks (As Directed by IT Shared Services)

• Perform cabling, rack and stack, and hardware installations as directed by ITSS.
• Coordinate onsite IT work such as hardware installations, decommissions, and vendor access for maintenance.
• Ensure adherence to cabling, power management, and physical security best practices in IT spaces.

Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)

Technical Skills

• End-User Computing & IT Service Delivery – Strong…