Job Summary

The Onsite Support Lead is responsible for leading the delivery of onsite end-user IT support services, ensuring timely resolution of technical issues, high levels of customer satisfaction, and adherence to service level agreements (SLAs). The role oversees a team of onsite support engineers, coordinates daily operational activities, manages escalations, and collaborates with infrastructure, application, security, and service management teams to maintain a stable and productive IT environment.

Key Responsibilities

- Lead and supervise the onsite support team, providing guidance, coaching, and performance management.
- Manage daily onsite support operations, ensuring incidents and service requests are resolved within agreed SLAs.
- Act as the primary escalation point for complex end‑user issues requiring onsite intervention.
- Coordinate the installation, configuration, maintenance, and troubleshooting of desktops, laptops, mobile devices, printers, and peripheral equipment.
- Oversee device provisioning, user onboarding, offboarding, hardware refresh, and asset replacement activities.
- Ensure timely deployment of operating system images, software applications, security updates, and endpoint configurations.
- Coordinate IMAC (Install, Move, Add, and Change) activities across supported locations.
- Manage hardware inventory, software licensing, and IT asset lifecycle processes.
- Collaborate with Service Desk, Infrastructure, Network, Security, and Application Support teams to resolve cross‑functional issues.
- Monitor team performance, ticket queues, backlog, and SLA compliance, implementing corrective actions where required.
- Support VIP and executive users by ensuring timely resolution of critical issues.
- Maintain operational documentation,



knowledge articles, standard operating procedures (SOPs), and work instructions.
- Participate in major incident management, problem management, and change implementation activities.
- Identify opportunities for process improvements, automation, and enhanced customer experience.
- Ensure compliance with organizational policies, security standards, and health and safety requirements.

Required Qualifications

- Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field (or equivalent experience).
- Solid experience supporting Windows desktops and laptops, Microsoft 365, Active Directory, Microsoft Entra ID, and endpoint management platforms such as Microsoft Intune or Microsoft Endpoint Configuration Manager (SCCM/MECM).
- Experience with ITSM tools such as ServiceNow, Jira Service Management.
- Solid understanding of ITIL service management processes, including Incident, Request, Problem, and Change Management.
- Experience managing hardware assets, software deployments, and endpoint security.

Key Skills

- End User Computing (EUC)
- Incident and Request Management
- Active Directory and Microsoft Entra ID
- Hardware and Asset Management
- Communication and Stakeholder Management

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.

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📌 Onsite Support Lead (Melbourne)
🏢 HCLTech - Australia and New Zealand
📍 Melbourne