Deskside Lead - Onsite San Diego

We are seeking a high-caliber Deskside Site Lead to join our global managed services team. In this pivotal role, you will oversee end-user technology operations at a key corporate site, ensuring that workplace support services are delivered with precision, speed, and a white-glove customer experience.

As the local champion for End User Computing (EUC), you will bridge the gap between technical execution and client satisfaction, managing onsite resources while collaborating with a broader global delivery framework.

• Service Delivery Excellence: Own day-to-day deskside operations, ensuring all activities-from IMAC (Installs, Moves, Adds, Changes) to break/fix-meet or exceed contractual SLAs and KPIs.
• Stakeholder Liaison: Serve as the primary local point of contact for site-level leadership, conducting operational reviews and communicating performance, risks, and service enhancements.
• Team Leadership: Lead and mentor onsite technical staff, managing resource allocation, performance standards, and fostering a "customer-first" service culture.
• Operational Oversight: Manage the device lifecycle (asset accuracy, refresh cycles, and stock) and ensure endpoint compliance regarding patching, encryption, and security baselines.
• Escalation Management: Act as the first line of escalation for P1/P2 incidents, driving rapid resolution and maintaining clear communication during critical outages.
• Governance & Reporting: Analyze ticket trends (FCR, aging, backlog) to identify root causes and contribute to continuous Service Improvement Plans (SIPs).

Experience:

6-10 years in EUC, IT infrastructure, or workplace operations, with at least 2-4 years in a supervisory or team lead capacity.

Environment:
Proven background working within a Managed Services (MSP) engagement.

Technical Proficiency:
Hands-on experience with ITSM platforms (Service Now preferred) and endpoint management tools such as Intune, SCCM, or JAMF.

Frameworks:
Deep understanding of ITIL processes (Incident, Request, Change, and Problem Management).

Strategy:
Experience supporting modern deployment initiatives, such as Windows Autopilot rollouts and global collaboration tool upgrades.

Preferred Skills & Certifications

ITIL Certification.

Experience navigating complex, multi-location global enterprise environments.

Proven track record in workplace transformation or office expansion projects.

Experience coordinating between onsite delivery and offshore support teams.

Key Performance Indicators

Your success in this role will be measured by:

SLA & FCR:
Consistently meeting resolution timelines and First Contact Resolution targets.

User Sentiment:
Maintaining high CSAT (Customer Satisfaction) scores.

Operational Health:
Reducing ticket backlog and eliminating recurring technical friction points.

Data Integrity:
Ensuring 100% accuracy in CMDB and asset management logs.

Equal Opportunity

Employer:

Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.