Site Support Lead

Location : Hyderabad/Bangalore, India (Hybrid)

This is a hybrid position primarily based in Hyderabad/Bangalore, India. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working .

We give you a world of potential

Support is awesome in the way trust makes it work! When you join this dynamic team as a Senior Software Engineer, you will enjoy a career, teamwork, flexibility, and leadership you can trust to help accelerate your personal and professional goals. Come be a part of a world of potential at Computershare Business Support Services.

Corporate Trust is a market leader with decades of experience as a provider of trustee and sophisticated agency services for private and public companies, investment bankers, asset managers as well as governments and institutions. We offer a wide range of services that fulfil our clients with a best-in-class reputation built on our high-touch approach to client service we are looking for people to join us and be a part of our exciting future as one of the top corporate trust firms globally.

A key part of this role will be collaborating with our onshore teams to service our Corporate Trust business lines and help us to deliver the professional services our clients trust and depend on.

If you’re a match to those skills and have the passionate drive to be part of something truly amazing, while working on a diverse team and have the willingness to learn multiple tasks, then this is the perfect opportunity for you!

A role you will love

We ensure that colleagues around the world have access to the technology and agreed service levels that they need to take care of their clients and their clients’ shareholders, employees, and customers.

Some of your key responsibilities will include

Leadership and Team Management

• Provide clear direction and vision for the IT support team aligned with global strategy, fostering a culture of excellence and continuous improvement.
• Lead by example, demonstrating strong work ethic, integrity, and commitment to high-quality service delivery.
• Inspire and motivate team members to achieve their full potential and contribute to organizational success.
• Guide and mentor junior staff in their day-to-day activities.
• Build and maintain high-performing teams through training, coaching, and performance management.
• Oversee recruitment, training, and development of IT support staff to ensure required skills and knowledge.
• Conduct regular performance evaluations, provide constructive feedback, and recognize outstanding contributions.
• Address personnel issues promptly and fairly to maintain a positive work environment.
• Coordinate and prioritize support tasks, ensuring efficient resource allocation.
• Monitor and manage team workload to consistently meet SLAs and KPIs.
• Implement and maintain processes to streamline operations and improve efficiency.

Operational Oversight

• Manage end-user devices (laptops, desktops, thin clients, peripherals, video conferencing, printers, office equipment) across evaluation, procurement, deployment, support, refresh, and recycling.
• Ensure efficient handling of IT incidents and service requests related to end-user devices.
• Adhere to global asset management policies covering procurement, tracking, repairs, replacements, and decommissioning.
• Oversee all on-site technology services, including:
• Local network provision (cabled and Wi-Fi)
• Network rooms, local switches, and site servers
• On-site printers and peripheral devices
• Implement asset tracking and control mechanisms to maintain accurate inventory.
• Manage hardware/software asset reporting and audit compliance.
• Ensure adherence to SLAs and ITIL best practices for incident, service, change, and asset management.
• Collaborate across regions and accommodate activities across global time zones.

Stakeholder Management

• Build and maintain strong relationships with site users, IT departments, and external vendors.
• Communicate proactively with business leaders to align support services with operational needs.
• Act as liaison between IT support and other departments to facilitate collaboration and information sharing.

Shift-Left Approach & Service Desk Collaboration

• Partner with Service Desk management to implement a “shift-left” strategy, transferring remote workloads to the centralized Service Desk.
• Identify opportunities for automation and remote management of routine tasks, enabling focus on high-priority issues.
• Review Service Desk tickets and incident trends to improve remote resolution and reduce on-site interventions.
• Align processes with the Service Desk to ensure seamless handoff between remote and on-site support.

Global Coordination & Project Management

• Serve as primary contact for IT projects impacting site support equipment.
• Coordinate with support teams in EMEA, Americas, and APAC to ensure consistency in project deployment.
• Develop and maintain project timelines, ensuring deliverables and deadlines are met.
• Provide regular project updates to senior management and escalate issues when necessary.

Compliance, Security & Asset Management

• Ensure site support services comply with company policies, industry standards, and security regulations.
• Support data protection and IT security policies related to physical equipment and site-based infrastructure.
• Maintain accurate asset management records for end-user devices, network equipment, and on-site technologies.
• Collaborate with cybersecurity and network teams to address hardware vulnerabilities and security incidents.

What will you bring to the role?

• 14 years of IT infrastructure services experience, with at least 5 years in ITIL-aligned management roles.
• Deep understanding of end-user devices (Windows, Mac, mobile), video conferencing systems, and office desk equipment.
• Strong knowledge of on-site IT infrastructure, including network cabling, Wi-Fi systems, local network switches, printers, and servers.
• Familiarity with ITIL frameworks and incident management processes.
• Experience with IT asset management and lifecycle management practices.
• Basic network troubleshooting skills, including familiarity with LAN, WAN, and Wi-Fi technologies.
• Proven experience with managing end user devices at a global scale, including budget oversight and financial tracking.
• Experience of using ITSM tools and systems (e.g. ServiceNow).
• Proven experience leading and managing a distributed IT support team across multiple sites.
• Strong leadership and interpersonal skills with the ability to inspire and motivate teams to achieve high performance.
• Experience managing field support metrics and performance within a fast-paced, dynamic environment
• Strong vendor management and negotiation skills.
• Excellent communication and interpersonal skills – able to build relationships and work with stakeholders and partners at all levels; able to influence and challenge effectively; and able to listen and respond to challenges
• Experience of developing and maintaining business relationships aligned to operating agreements and KPIs

Rewards designed for you

Health and wellbeing rewards that can be tailored to support you and your family.

Save for your future. We will support you along your retirement savings journey.

Paid parental leave , flexible working and a caring and inclusive culture.

Income protection. To ease concerns when the unexpected occurs our package includes short and long-term disability benefits, life insurance, supplemental life insurance (single/spouse/family) and more.

And more . Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub .

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