Onsite Support Lead

il y a 1 jour

Antwerp, Belgique Avance Consulting Temps plein

Job title: Global Onsite Support lead Location: Antwerp, Belgium Language requirement: Dutch Job Type: Permanent Key Responsibilities: Leadership & Team Management: Lead, mentor, and manage global and regional onsite support engineers. Act as the escalation point for complex technical and operational issues. Drive performance management, coaching, and skills development. Support hiring, onboarding, and workforce planning across regions. Global Onsite Support Operations: Own global onsite support delivery standards, SLAs, and KPIs. Ensure consistent support experience across offices and locations. Coordinate coverage models, shift planning, and on-call rotations. Partner with regional leads to align local needs with global strategy. Technical Support & Escalation: Provide advanced hands-on support for endpoint, network, and infrastructure issues. Lead root cause analysis and resolution of recurring or critical incidents. Ensure effective collaboration with Service Desk, Infrastructure, Security, and Vendors. Oversee hardware lifecycle management (laptops, peripherals, meeting rooms, AV). Process, Tools & Continuous Improvement: Define and improve onsite support processes, documentation, and runbooks. Drive adoption of ITSM tools, asset management, and monitoring solutions. Identify automation and efficiency opportunities. Lead post-incident reviews and service improvement initiatives. Stakeholder & Vendor Management: Act as primary onsite IT contact for office leadership and business stakeholders. Manage vendor relationships for onsite services, hardware, and facilities IT. Communicate service health, risks, and improvements to leadership. Compliance & Security: Ensure compliance with company IT policies, security standards, and audits Enforce endpoint security, access control, and data protection practices Support business continuity and disaster recovery readiness Required Skills: Excellent communication in English and Dutch. Good to have: French. Excellent customer management skills and Customer First Attitude. Strong knowledge of Microsoft Windows OS, Office 365, Active Directory, Intune and remote support tools. Familiarity with Windows OS, macOS, mobile device platforms (iOS/Android), and enterprise antivirus solutions is a plus. Excellent problem-solving skills and the ability to work independently or as part of a team.

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