Deskside Lead - Managed Services

Deskside Site Lead

Top 4 skills as per discussion with HM:

• 610 years of experience in EUC, infrastructure, or workplace IT operations.
• 24 years of experience in a supervisory or team lead role.
• Experience working within a Managed Services environment.
• Strong understanding of ITIL processes (Incident, Request, Change, Problem).
• Hands-on exposure to endpoint management tools (Intune, SCCM, JAMF, etc.).
• Experience with ITSM platforms (ServiceNow preferred).

Detailed Job Description - Role Summary:

The Deskside Site Lead operates under the direction of the Global Deskside Lead and is responsible for managing end-user technology operations at an assigned client location within a Managed Services engagement. This role ensures consistent SLA delivery, high end-user satisfaction, and operational excellence for onsite deskside and workplace support services. The individual acts as the primary local escalation point and collaborates closely with global delivery teams, tower leads, and client stakeholders to ensure seamless service execution.

Key Responsibilities:

• Location-Based Service Delivery:
• Own day-to-day EUC and deskside service delivery at the assigned client site.
• Ensure adherence to contractual SLAs, KPIs, and operational standards.
• Monitor ticket queues, backlog, aging, and resolution quality.
• Act as the local escalation point for P1/P2 incidents affecting end users.
• Ensure IMAC and break/fix activities are delivered within agreed timelines.
• Client Engagement (Local Level):
• Serve as the primary point of contact for site-level client stakeholders.
• Conduct regular operational reviews with local IT and business leaders.
• Communicate service performance, risks, and improvement actions.
• Gather feedback and drive service enhancement initiatives.
• Team & Resource Management:
• Lead 1 onsite deskside engineer/support staff.
• Manage shift rosters, coverage planning, and resource allocation.
• Drive team performance management and skill development.
• While adhering to process, foster a strong customer-first culture within the team.
• Coordinate with offshore/centralized support teams where applicable.
• Endpoint & Workplace Operations Oversight:
• Ensure compliance with endpoint management standards (patching, encryption, security baselines).
• Oversee device lifecycle activities (stock, refresh, asset accuracy).
• Support deployment initiatives (Windows upgrades, Autopilot rollouts, collaboration tools).
• Maintain CMDB and asset management accuracy for the location.
• Operational Governance & Reporting:
• Track and report on SLA adherence, FCR, ticket trends, and CSAT.
• Identify recurring issues and drive root cause elimination.
• Support problem management and change coordination at site level.
• Contribute to service improvement plans (SIPs).
• Risk & Compliance:
• Ensure alignment with client security policies and compliance standards.
• Support audit requirements and asset validation exercises.
• Ensure data protection and endpoint security controls are followed.

Required Qualifications:

• 610 years of experience in EUC, infrastructure, or workplace IT operations.
• 24 years of experience in a supervisory or team lead role.
• Experience working within a Managed Services environment.
• Strong understanding of ITIL processes (Incident, Request, Change, Problem).
• Hands-on exposure to endpoint management tools (Intune, SCCM, JAMF, etc.).
• Experience with ITSM platforms (ServiceNow preferred).

Preferred Qualifications:

• ITIL certification.
• Experience in multi-location/global enterprise environments.
• Exposure to workplace transformation initiatives.
• Experience coordinating onsite and offshore teams.

Key Performance Indicators:

• SLA compliance for incidents & requests
• CSAT / End-user satisfaction scores
• First Contact Resolution (FCR)
• Ticket backlog & aging management
• Asset accuracy & compliance levels
• Reduction in repeat incidents

Key Competencies:

• Operational Leadership
• Stakeholder Management
• Escalation Handling
• Service Delivery Governance
• Team Development
• Communication & Reporting