Site Support Lead

Location: Minneapolis, MN

In this office-based position you'll experience a supportive approach to your wellbeing and continuous learning opportunities in our friendly and inclusive workplace. Find out more at computershare.com/flex.

We give you a world of potential

We have an exciting opportunity for a Site Support Lead to join our Computershare Technology Services (CTS) team. In this role, you will be able to make a real difference in the work you do and what you provide to others in the business.

Here are a few other reasons why this is a fantastic opportunity:

• Our leadership team is invested in developing and training our employees, so you will have the opportunity to continue to learn and progress.
• You will be working within a supportive department, where the teams are focused on excellence.
• We're a global organization where you'll be exposed to the wider business and have opportunities to work in a global capacity.

A role you will love

As a Site Support Lead, you will be responsible for overseeing the daily operations of a support team. You will coordinate and prioritize support tasks, acting as the escalation point for business stakeholders, and providing guidance and mentorship to team members. You will also be collaborating with other IT departments to implement and maintain IT systems, ensuring that all site operations run smoothly and securely. You will have strong leadership skills, technical expertise, and a commitment to delivering high-quality support services. You will also need to travel to other office locations on occasion.

Other key responsibilities include:

• Provide clear direction and vision for the IT support team aligned to the global strategy , fostering a culture of excellence and continuous improvement.
• Lead by example, demonstrating strong work ethics, integrity, and a commitment to high-quality service delivery.
• Inspire and motivate team members to achieve their full potential and contribute to the overall success of the organization.
• Responsible for the end user device (laptops, desktops, thin clients, peripherals, video conferencing, printers, office-based desk equipment) evaluation, procurement, deployment, support, refresh and recycling.
• Ensure efficient handling of IT incidents and service requests covering end-user devices.
• Ensuring adherence to the latest global asset management policies including lifecycle of end-user devices including procurement, asset tracking, repairs, replacements, and eventual decommissioning or recycling.
• Build and maintain strong relationships with key stakeholders, including site users, other IT departments, and external vendors.
• Proactively communicate with business leaders to understand operational needs and align site support services to meet their business needs.
• Collaborate closely with the Service Desk management team to take a "shift-left" approach, identifying and transferring all possible remote workloads to the centralized Service Desk.
• Identify opportunities to automate or remotely manage routine tasks, enabling the site support team to focus on high-priority hands on issues.
• Act as the primary point of contact for any site support equipment impacted IT projects.

What will you bring to the role

• 5+ years' experience of working across multiple ITIL aligned disciplines in a management capacity, especially Incident, Problem, Change, Transition & Business Relationship Management.
• Proven experience leading and managing a distributed IT support team across multiple sites.
• 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.
• ITIL knowledge and experience of working within ITIL aligned organizations with familiarity of 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).
• 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.
• Experience of developing and maintaining business relationships aligned to operating agreements and KPIs
• Experience of developing and maintaining service agreements and managed service arrangements with internal team and external suppliers
• Excellent communication skills both written and verbal, with the ability to keep the team updated on strategic initiatives by means of written updates and presentations
• Solid leadership skills with the ability to coach and mentor direct reports and instill strategic objectives and direction
• Ability to influence at peer level and above to drive through change and alignment to process with all other areas of Technology Services at a global level
• Experience of developing succession plans for team members to ensure an ongoing personal development culture exists and that people are ready to take on new roles with minimal disruption to the operation.

Rewards designed for you

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

Health and wellbeing rewards that can be tailored to support you and your family, including medical, dental and vision.

Invest in your future with 401k matching and tax-advantaged flexible spending plans, including healthcare, dependent care and commuter.

Income protection. Our package includes short and long-term disability benefits, life insurance and supplemental life insurance.

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.

Compensation. The typical base pay range for this role is $89,000 - $127,000 per year USD.

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