Site IT Deskside Lead Position

Job Title:

Site IT Deskside Lead

Location:

San Diego, CA
Pay: $55-$65/hr
Area Code: 858
Zip Code: 92127
Start: ASAP
Keywords: #Sitelead, #Helpdesk, #IT

The Site IT Deskside Lead serves as the primary IT representative for the site, providing advanced hands‑on technical support while acting as the key liaison between business users and the broader IT organization. This role combines Deskside support, technical leadership, operational coordination, and Business Relationship Management (BRM) responsibilities to ensure effective delivery of IT services and alignment between business needs and technology solutions.

The Site IT Deskside Lead is responsible for resolving complex technical issues, providing onsite support, coordinating local IT activities, managing escalations, guiding other technicians, and driving continuous service improvement. The role acts as the voice of the business within IT and the voice of IT within the business, ensuring users receive excellent support while maintaining compliance with corporate standards, policies, and procedures.

Work Environment:
This position is fully onsite and requires daily physical presence at the assigned facility. Due to the hands‑on nature of the role, including end‑user support, hardware deployments, site leadership responsibilities, and stakeholder engagement activities, remote work is not considered a regular work arrangement for this position.

• Provide onsite and remote technical support for desktops, laptops, mobile devices, printers, meeting room technology, and workplace IT services.
• Troubleshoot and resolve Level 1-3 incidents and service requests involving Windows 10/11, Microsoft 365, SAP, enterprise applications, hardware, and peripherals.
• Diagnose hardware issues, coordinate repairs, replace components, and manage device deployment activities.
• Manage workstation imaging, software deployment, and technology refresh activities.
• Support conference room, collaboration, audiovisual, and workplace technologies.
• Maintain ownership of incidents through resolution and ensure timely communication with end users.
• Create and maintain technical documentation, support articles, and user guides.
• Maintain a visible onsite presence and serve as the primary local IT representative for end users and site leadership.

• Serve as the local IT lead and primary escalation point for site‑related technical issues.
• Provide technical guidance and mentoring to Deskside technicians and support personnel.
• Assist with the resolution of complex, high‑priority, or business‑critical incidents.
• Coordinate local IT support activities and ensure appropriate prioritization of work.
• Monitor service quality and identify opportunities to improve support effectiveness and user satisfaction.
• Support local and global IT initiatives, projects, deployments, migrations, and technology rollouts.

• Act as the primary point of contact between the site's business users and the broader IT organization.
• Build and maintain trusted relationships with site leadership, department managers, and key stakeholders.
• Understand business processes, operational priorities, and technology requirements to ensure IT services support business objectives.
• Serve as an advocate for end users by representing business needs, pain points, and opportunities to IT teams.
• Translate business requirements into actionable IT requests, projects, and service improvements.
• Facilitate communication and collaboration between users and IT teams, including Infrastructure, Applications, Security, Service Management, Network, and Enterprise Platforms.
• Participate in local leadership meetings to understand upcoming business initiatives and potential technology impacts.
• Proactively identify opportunities to improve employee experience, productivity, automation, and technology adoption.
• Support change management efforts and help drive successful adoption of new technologies and processes.

• Monitor and manage Deskside ticket queues to ensure timely assignment and resolution of incidents and requests.
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