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Onsite Support LEAD
Must Have Technical/Functional Skills
- Strong hands-on experience with Windows 10/11, Microsoft 365, Active Directory, and SCCM / Intune.
- Experience supporting AV and conference room technologies (Microsoft Teams Rooms, VC systems).
- Working knowledge of network basics, VPN, Wi Fi, and LAN troubleshooting.
- Familiarity with ITSM tools such as ServiceNow
Roles & Responsibilities
Operational Leadership
- Lead and manage the onsite Deskside / Onsite Support team, including task allocation, shift coverage, and daily operations.
- Act as the escalation point for complex technical issues and VIP user support.
- Ensure adherence to SLAs, XLAs, operational KPIs, and client-specific support commitments.
End-User Support & Service Delivery
- Oversee support for desktops, laptops, mobile devices (iOS/Android), printers, peripherals, and conference room AV equipment.
- Ensure effective onsite “smart hands” support for infrastructure, network, and application teams.
- Support onboarding/offboarding activities, device refresh programs, and hardware break/fix.
Incident, Problem & Change Management
- Manage major incidents at site level and coordinate with Global Service Desk and resolver groups.
- Drive root cause analysis for recurring issues and implement preventive actions.
- Ensure accurate ticket handling, documentation, and knowledge article creation in ITSM tools (e.g., ServiceNow).
Client & Stakeholder Management
- Serve as the primary onsite IT representative for client stakeholders.
- Provide regular operational updates, service reviews, and improvement recommendations.
- Maintain high customer satisfaction through proactive communication and service excellence.
Asset & Vendor Management
- Maintain accurate inventory of IT assets and spares.
- Coordinate with OEMs and third-party vendors for repairs, replacements, and warranty support.
- Ensure compliance with site security, safety, and regulatory requirements (where applicable).
Governance & Continuous Improvement
- Support audits, compliance checks, and governance reviews.
- Identify opportunities for automation, standardization, and service optimization.
- Mentor and upskill deskside team members.
Salary Range $70000 -$92000 years
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensi ve Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
#LI-SP1
Location
Greensboro, NC
Job Function
TECHNOLOGY
Role
Lead
Job Id
402174
Desired Skills
Windows
Salary Range
$70,000-$92,000 a year
Desired Candidate Profile
Qualifications : BACHELOR OF COMPUTER SCIENCE
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