Workplace Support Team Lead

Required Skills & Experience

• 5+ years of experience with hands-on workplace/Desktop support
• background in leadership for large enterprise environment -Tool: (Intune/SCCM/MECM) , Active Directory/Azure AD, Networking (LAN), Security tools -Ability to Travel internationally 5-6 weeks out of the year (US/Mexico/Canada)
• Solid understanding of ITSM best practices
• Need a great communicator that can work with executives on status updates

Nice to Have Skills & Experience

• French or Spanish proficiency
• CCNA/Security certifications
• Project/risk management experience

Job Description

The Workplace Support Team Leader is responsible for leading and coordinating the IT support team to ensure the delivery of high-quality IT services across the SEP US organization. This role oversees incident management, user support, local infrastructure administration, compliance with Service Level Agreements (SLAs), and adherence to Information Security (IS) standards.

Essential Duties and Responsibilities

• Lead, supervise, and support the IT support team to ensure efficient service delivery.
• Coordinate IT projects and support activities to meet business objectives.
• Assign tasks, prioritize workloads, and monitor team performance.
• Foster a culture of customer service excellence, accountability, and continuous improvement.
• Act as the escalation point for major incidents and coordinate response activities.
• Coordinate cross-functional teams and stakeholders during complex or transverse incidents.
• Communicate incident impacts, progress, and resolution status to end users and technical teams.
• Prepare and deliver incident reports, analytics, and performance metrics.
• Proactively identify recurring issues and drive problem management initiatives to prevent future incidents.
• Supervise user account administration, including provisioning, modifications, and access controls.
• Support compliance with information security standards, policies, and procedures.
• Oversee Local Area Network (LAN) administration and support activities.
• Maintain accurate documentation of processes, incidents, and inventory records.
• Adheres to safe work practices and contributes to the evolution of the health, safety, and environmental program and culture;
• Regular, predictable attendance is required;
• Other duties may be assigned.