IT Service Desk Operations Lead

The Service Desk Operations Site Lead is responsible for delivering reliable, high-quality on-site IT support and serves as the primary point of accountability for all local IT services. This role manages day-to-day end user and executive support, site infrastructure, video conferencing and collaboration technologies, vendor coordination, and facilities-adjacent IT activities while partnering closely with centralized IT teams. The Site Lead proactively identifies opportunities to improve the local IT environment, enhances the end-user experience, and participates in cross-functional initiatives that support operational excellence.

In addition to site responsibilities, this role serves as the primary IT support resource for all the organization's European Union (EU) offices and global support. The role will dedicate approximately 50 % to Europe IT support and 50 % to US/Global IT optimization initiatives and projects. The balance is indicative and will vary according to business needs, providing both remote support and coordination of local technology services to ensure consistent service delivery, operational continuity, and alignment with global IT standards across international locations.

The position also serves as the primary escalation point for conference room technology, audiovisual systems, and collaboration platforms that enable on-site, remote, and hybrid work environments.

• Serve as the primary on-site IT support for all hardware, software, mobile devices, and connectivity issues.
• Triage, resolve, and escalate incidents and service requests in accordance with established SLA guidelines while maintaining accurate ticket documentation.
• Provision, configure, deploy, and decommission user workstations, laptops, peripherals, printers, and mobile devices.
• Support employee onboarding and offboarding activities in coordination with HR and centralized IT teams.
• Maintain local IT asset inventories, lifecycle management records, warranty tracking, and refresh schedules.
• Provide hands‑on support for Microsoft 365, endpoint management solutions, collaboration tools, and enterprise applications.

• Provide dedicated, high-priority technical support for executives, VIPs, and business‑critical users.
• Support audiovisual and conferencing requirements for executive meetings, board presentations, town halls, and company‑wide events.
• Coordinate with centralized IT teams to ensure executive travel readiness, including VPN, MFA, mobile device, and remote access support.
• Proactively identify and resolve issues before they impact executive productivity.
• Deliver white‑glove service with a focus on responsiveness, professionalism, and discretion.

• Serve as the primary site lead for video conferencing, audiovisual (AV), and collaboration technologies.
• Provide on-site and remote support for executive meetings, board presentations, training sessions, town halls, all‑hands meetings, and hybrid events.
• Troubleshoot and resolve issues involving Microsoft Teams Rooms, Zoom Rooms, conference room systems, displays, cameras, microphones, speakers, wireless presentation devices, and other collaboration technologies.
• Coordinate with vendors, facilities teams, and centralized IT groups to maintain and enhance conference room technology and meeting experiences.
• Perform regular testing, preventative maintenance, and health checks of AV and conferencing systems to ensure operational readiness.
• Manage conference room technology upgrades, deployments, and hardware refresh initiatives.
• Develop and maintain conference room standards, documentation, and support procedures.

• Ser…