Onsite Technical Site Lead

MSD Australia & New Zealand; Upper Hutt; On-site; NZD 110,000 - 170,000; Full time

Job summary

MSD Australia & New Zealand is seeking an Onsite Technical Site Lead to own Global End User Services at our Upper Hutt site, providing end-user support and managing local IT infrastructure.

This permanent, full-time role emphasizes technical leadership, service delivery, asset management, and ensuring audit-ready compliance across EHS, Financial, and GxP requirements. Occasional out-of-hours support and cross-team collaboration are part of the role.

Qualifications

• Degree or equivalent in IT/engineering.
• Extensive hands-on IT infrastructure experience.
• Experience supporting production/supply chain systems.
• Knowledge of ITIL/ITSM and project management.

Responsibilities

• Lead onsite end-user support and infrastructure operations for the site.
• Diagnose, document, and resolve complex hardware, software, network, and end-user issues.
• Manage local IT services, vendor performance, and supplier relationships to KPIs.
• Support production and supply chain systems, including shop-floor devices.
• Implement, integrate, and support local IT projects, technologies, and procedures.
• Ensure compliance with standards and audit-ready requirements across EHS, Financial, and GxP.
• Apply global ITSM processes (Configuration, Change, Incident, Problem).
• Maintain server rooms and workspace in safe, organized condition.
• Manage local IT assets and site budget.
• Mentor team members and prepare updates for senior IT leadership.
• Collaborate with business users, suppliers, and global IT teams.

Skills

IT infrastructure

End-user computing

Vendor management

Project leadership

Audit/compliance

Communication

Education

Degree in Computer Science or equivalent

Tools

ServiceNow

Jira

Sunbird DCIM

ITSM frameworks

Job description

Onsite Technical Site Lead

• Permanent, full-time role with competitive remuneration and benefits
• Location Onsite role, Upper Hutt, Wellington, New Zealand
• Career growth Expand your expertise in a global IT environment
• Professional development Gain leadership and technical experience in a dynamic role

As the Onsite Technical Site Lead, you will act as the site lead for Global End User Services within IT, providing end-user support and managing local IT infrastructure. You will be the technical focal point for the site, leading infrastructure-related work, supporting service delivery, and ensuring systems, processes, and vendor services remain aligned to business, quality, and compliance requirements.

You will be accountable for service delivery, technical leadership, project execution, local IT asset management, and the site departmental budget. You will also support business continuity by diagnosing and resolving complex technical issues, acting as a consultant between IT teams, business users, management, and vendors, and helping to maintain infrastructure in an audit-ready state across EHS, Financial, and GxP requirements.

You will support and improve end-user computing and infrastructure operations, deliver local technology projects and integrations, manage suppliers to KPI targets, and mentor team members. You will also represent the Global End User Services organisation at site level, summarise complex issues for senior IT leadership, support shop-floor devices, and provide occasional out-of-hours support for upgrades and advanced troubleshooting.

What You Will Do

• Lead onsite end-user support and infrastructure operations for the site.
• Diagnose, document, and resolve complex hardware, software, network, and end-user issues.
• Manage local IT services, vendor performance, and supplier relationships to agreed KPIs.
• Support production and supply chain systems, including shop-floor devices such as handhelds, laptops, and scanners.
• Implement, integrate, and support local IT projects, technologies, and procedures.
• Ensure compliance with company standards and audit-ready requirements across EHS, Financial, and GxP.
• Apply global ITSM processes including Configuration, Change, Incident, and Problem Management.
• Maintain comms/server rooms and workspace in a safe, organised, and compliant condition.
• Manage local IT assets and site budget.
• Mentor and support team members and prepare updates for senior IT leadership.
• Collaborate with business users, suppliers, and global IT teams across vast, cross-functional groups.
• Provide occasional out-of-hours support for upgrades and advanced troubleshooting.

What You Must Have

• Degree in Computer Science, Information Systems, Engineering, or equivalent, preferred
• Extensive prior working experience in IT infrastructure services or IT operations
• Extensive hands-on experience supporting production and supply chain systems
• Strong knowledge of end-user computing, network infrastructure, server hardware, wireless, backup, and structured cabling
• Experience troubleshooting networks, firewalls, servers, process networks, and end-user interfaces
• Experience in GxP-compliant manufacturing or laboratory environments
• Understanding of the Purdue Model, SFN, and OT-IoT concepts
• Proficiency in ITIL or similar ITSM frameworks and project management
• Experience with ServiceNow, Jira, and Sunbird DCIM
• Strong communication, stakeholder management, problem-solving, and presentation skills
• Ability to work independently, prioritise effectively, and elevate when needed

What You Can Expect

• A trusted global IT environment with real site ownership
• Opportunity to lead, influence, and improve local service delivery
• Exposure to modern technologies, projects, and stakeholder groups
• Collaborative team culture with development opportunities
• The chance to make a meaningful impact in a regulated manufacturing environment
• The role may evolve to include people management responsibilities over time

We are proud to be a company that embraces the value of bringing talented and committed people together. The fastest way to breakthrough innovation is when ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive workplace.

Required Skills

• Business Process Improvements, Information Systems Strategy, Information Technology (IT) Infrastructure, Information Technology (IT) Services, Information Technology Operations, IT Hardware, IT Networking, IT Performance Management, Network Assurance, Networking Hardware, Network Software, Operational Excellence, Project Management, Server Hardware, Stakeholder Relationship Management

Employee Status

Regular

Relocation

No relocation

VISA Sponsorship

No

Travel Requirements

25%

Flexible Work Arrangements

Not Applicable

Shift

Not Indicated

Valid Driving License

Yes

Hazardous Material(s)

N/A

Job Posting End Date

• A job posting is effective until 11 59 59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID

R403365