Team Lead - IT Onsite Support

Job Description

The IT On-Site Support Team Lead is responsible for leading a distributed team of on-site/field support engineers across multiple locations within a region. This role ensures consistent, high-quality IT support for end users, manages incident/request delivery and escalations, drives adherence to SLAs, and standardizes processes, tooling, and user experience across sites. The Team Lead also partners with central IT teams (Service Desk, Infrastructure, Security, Apps) and vendors to ensure smooth operations, lifecycle management of end-user devices, and a secure, compliant IT environment.

Responsibilities

• Lead, coach, and develop a regional team of on-site support engineers/technicians.
• Conduct performance reviews, career development planning, and training programs.
• Foster a customer-first culture and continuous improvement mindset.
• Own day-to-day delivery of on-site support (L1/L2) across locations: incidents, service requests, and break/fix.
• Ensure SLA/KPI adherence (response time, resolution time, CSAT, backlog aging).
• Drive consistent process execution aligned to ITSM/ITIL practices (Incident, Request, Problem, Change).
• Monitor ticket queues, prioritize critical issues, and manage major user-impact incidents locally. Allocate workload, manage schedules/rosters, and ensure coverage across sites.
• Standardize support procedures, knowledge articles, imaging/build processes, and site readiness checklists.
• Ensure endpoints comply with security baselines (encryption, EDR, patching, device compliance).
• Maintain accurate hardware/software asset inventory (CMDB updates, audits).
• Support audits, investigations, and vulnerability remediation activities. Enforce security policies (access control, secure handling, data protection, privileged access).
• Provide timely and effective advice, information, and expert technical interpretation on complex IT desktop support matters, in a manner easily interpreted by stakeholders.
• Providing extensive support for new joiner's systems onboarding and offboarding regarding hardware and software applications.
• Provide technical assistance and support for incoming queries and issues related IT support, Meeting rooms, Video Conferencing support, VIP support.
  
  

Technical Experience:

• Excellent troubleshooting knowledge of hardware and software's (Desktop, laptops, printers, Wi-Fi/Network, office applications installation and configuration).
• Experience with endpoint management tools (Intune, SCCM/MECM, JAMF), EDR tools (Defender/CrowdStrike), and patching.
• Experience supporting meeting rooms (Teams Rooms/Zoom Rooms), AV and conferencing environments.
• Exposure to CMDB/Asset Management best practices.
• Good knowledge on DFS, File server and Printer Servers.
• Strong understanding of Office 365 and Outlook.
• In-depth knowledge of performance metrics
• Hands-on experience with Microsoft Operating Systems (OS) installation /re-installation, upgrades, patches for desktops when necessary.
• Understanding of IP protocols, networking and domain administration.
• Hands-on experience in data migration and restoration for end user's computers.
• Good knowledge on technical, diagnostic, and Core, Business & Corporate Application troubleshooting skills.
• Provide support for Konica Printers, Dell hardware problems and remain involved in the resolution process.
• Working with cross-functional project teams to implement highly available solutions using Microsoft technologies.
• Ability to work closely with the internal software deployment team.
• Good knowledge on request management, incident management and change management from ServiceNow ticketing tool.
• Proven work experience as a Desktop Support Team Lead, Technical Support Team Lead, or similar role.
• Strong communication skills, both written and verbal.
  
  

Tools & Technologies:

• ITSM: ServiceNow
• Endpoint: Intune / MECM / Autopilot
• Identity: AD / Azure AD / Entra ID, MFA, (awareness)
• Collaboration: Microsoft Teams, Outlook, OneDrive, SharePoint
• Security: Microsoft Defender, disk encryption, patching tools
• Remote Support: TeamViewer / BeyondTrust / Quick Assist
• Networking: Wi-Fi troubleshooting, switches/AP basics, VPN, DNS/DHCP
  
  

Qualifications

• BCA/ BTech / Graduate Science.
• ITIL V4 Foundation certified.
• Certification in MD100, MCSA or MCP (Microsoft Certified Professional) or similar technologies.
  
  

BGV:

• Employment with WSP India is subject to the successful completion of a background verification (BGV) check conducted by a third-party agency appointed by WSP India.
• Candidates are advised to ensure that all information provided during the recruitment process including documents uploaded is accurate and complete, both to WSP India and its BGV partner.
  
  

About Us


WSP is one of the world's leading professional services consulting firms. We are dedicated to our local communities and propelled by international brainpower. We are technical experts and strategic advisors including engineers, technicians, scientists, architects, planners, surveyors and environmental specialists, as well as other design, program and construction management professionals. We design lasting solutions in the Transportation & Infrastructure, Property & Buildings, Earth & Environment, Power & Energy, Resources and Industry sectors, as well as offering strategic advisory services. Our talented people around the globe engineer projects that will help societies grow for lifetimes to come.

With approximately 4,000 talented people across 3 locations (Noida, Bengaluru & Mumbai offices) in India and more than 73,000 globally, in 550 offices across 40 countries, we engineer projects that will help societies grow for lifetimes to come.

At WSP we draw on the diverse skills and capabilities of our employees globally to compete for the most exciting and complex projects across the world and bring the same level of expertise to our local communities. We are proud to be an international collective of innovative thinkers who work on the most complex problems. Unified under one strong brand, we use our local expertise, international reach and global scale to prepare our cities and environments for the future, connect communities and help societies thrive in built and natural ecosystems. True to our guiding principles, our business is built on four cornerstones: Our People, Our Clients, Our Operational Excellence and Our Expertise.

www.wsp.com

We are

• Passionate people doing purposeful and sustainable work that helps shape our communities and the future.
• A collaborative team that thrives on challenges and unconventional thinking.
• A network of experts channeling our curiosity into creating solutions for complex issues.
  
  

Inspired by diversity, driven by inclusion, we work with passion and purpose.


Working with Us

At WSP, you can access our global scale, contribute to landmark projects and connect with the brightest minds in your field to do the best work of your life. You can embrace your curiosity in a culture that celebrates new ideas and diverse perspectives. You can experience a world of opportunity and the chance to shape a career as unique as you.

Our Hybrid Working Module

With us, you can operate in a flexible, agile, yet structured work environment and follow a Hybrid Work Model.

• Maximize collaboration.
• Maintain product quality and cultural integrity.
• Balance community, collaboration, opportunity, productivity, and efficiency.
  
  

Health, Safety and Wellbeing


Our people are our greatest asset, and we prioritize a safe work environment. Health, safety, and wellbeing are integral to our culture, with each of us accountable for fostering a safe workplace through our Making Health and Safety Personal initiative. Our Zero Harm Vision drives us to reduce risks through innovative solutions, earning recognition for our global health and safety practices with the prestigious RoSPA Health and Safety Awards for six consecutive years.

Inclusivity and Diversity

WSP India is dedicated to fostering a sustainable and inclusive work environment where our greatest strength - Our People -feel valued, respected, and supported. We ensure an unbiased approach in hiring, promotion, and performance evaluation, regardless of age, gender identity, race, religion, sexual orientation, marital status, physical ability, education, social status, or cultural background.

Imagine a better future for you and a better future for us all.

Join our close-knit community of over 73,300 talented global professionals dedicated to making a positive impact. Together, we can make a difference in communities both near and far.

With us, you can.

Apply today.

NOTICE TO THIRD PARTY AGENCIES:

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.