Onsite IT Lead - VIP & End-User Support

International SOS; San Antonio (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

International SOS in San Antonio seeks an IT Site Lead to deliver high-quality onsite IT support focused on end-user computing, incident resolution, and executive support. You will manage IT assets, onboarding/offboarding, and onsite tasks, while collaborating with IT Shared Services and regional teams.

The role requires strong customer service, ticket management, and ability to balance multiple priorities, with occasional after-hours work for critical incidents.

Qualifications

• 5+ years of experience in IT support, desktop support, or IT operations.
• 2+ years in a lead or senior IT support role, managing escalations and ITSM workflows.
• Experience troubleshooting Windows/macOS environments, Microsoft 365, and enterprise applications.
• Hands-on experience with IT ticketing systems (ServiceNow, Jira, or similar).
• Experience supporting Executive/VIP users preferred.

Responsibilities

• End-User & Executive IT Support: Prioritize, track, and resolve end-user issues; provide concierge-level support for Executives; troubleshoot AV equipment and remote collaboration tools; manage ticket queues and SLAs; document resolutions and contribute to knowledge base; monitor trends and propose improvements.
• Hardware Deployment & IT Asset Management: Image, configure, and deploy laptops/desktops/peripherals; manage asset inventory; oversee hardware refresh cycles; provision and troubleshoot phones; handle onboarding/offboarding IT tasks.
• Collaboration & Process Improvement: Work with Managers and ITSS; partner with HR/Facilities for onboarding/offboarding IT, train staff on IT best practices; act as local IT representative to gather feedback.
• Datacenter & Onsite IT Tasks: Perform cabling, rack/stack, and hardware installations as directed; coordinate onsite IT work and vendor access; ensure cabling/power/physical security best practices.

Skills

End-User Computing

Executive VIP Support

Incident & Queue Mgmt

ITSM

Troubleshooting

Endpoint Deployment

Identity & Access

Networking Basics

Documentation

Leadership & Initiative

Customer Service

Process Optimization

Time Management

Multitasking

Communication

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Jira

Job description

International SOS in San Antonio seeks an IT Site Lead to deliver high-quality onsite IT support focused on end-user computing, incident resolution, and executive support. You will manage IT assets, onboarding/offboarding, and onsite tasks, while collaborating with IT Shared Services and regional teams.

The role requires strong customer service, ticket management, and ability to balance multiple priorities, with occasional after-hours work for critical incidents.