Site Lead, IT Service Desk

Please note that this position can be based in San Francisco CA. Acadias hybrid model requires this role to work in our office three days per week on average

Position Summary

The Site Lead is responsible for delivering reliable high-quality on-site support serving as the primary point of accountability for all local IT services. This role manages day-to-day end user and executive support site infrastructure vendor coordination and facilities adjacent IT activities while partnering closely with centralized IT teams. The Site Lead proactively identifies opportunities to improve the local IT environment and participates in cross functional initiatives to support operational excellence.

Primary Responsibilities

IT Service Desk & End-User Support

• Serve as the primary on-site IT support contact for all hardware software and connectivity issues.

• Triage resolve and escalate tickets per SLA guidelines; maintain accurate ticket documentation.

• Provision and decommission user workstations laptops peripherals and mobile devices.

• Support onboarding and offboarding processes in coordination with HR and IT operations.

• Maintain a local IT asset inventory including lifecycle tracking and refresh planning.

Executive Support

• Provide dedicated high-priority support for on-site executives and VIPs.

• Support AV/conferencing setup for executive meetings board presentations and all-hands events.

• Coordinate with remote IT teams for executive travel tech readiness (VPN MFA loaner devices).

• Proactively identify and resolve potential issues before they impact executive productivity.

Vendor & Contract Management

• Serve as the on-site point of contact for IT hardware software and telecom vendors.

• Coordinate vendor access scheduling and work completion for on-site services.

• Track local vendor deliverables and escalate performance issues to IT leadership.

• Assist with procurement requests quote reviews and asset receiving/verification.

Physical Networking & Infrastructure

• Maintain local network infrastructure including switches patch panels WAPs and cabling.

• Perform basic network troubleshooting (connectivity VLAN DHCP/DNS issues) and escalate complex issues to the network team.

• Support rack and stack activities for on-site network and server equipment.

• Coordinate with facilities and ISPs on circuit maintenance outages and upgrades.

• Maintain accurate network documentation (port maps IP assignments circuit IDs).

Facilities & IT-Adjacent Support

• Act as the IT liaison for facilities-related work affecting IT systems (moves adds changes).

• Coordinate office relocations desk moves and conference room tech setups.

• Manage UPS units power strips and other IT-adjacent physical infrastructure.

• Support badge access systems security cameras and other physical security technology.

• Escalate building or facilities issues with IT impact to the appropriate stakeholders.

General & Cross-Functional

• Maintain and contribute to local IT documentation runbooks and knowledge base articles.

• Communicate site-level IT issues and status updates to IT leadership and site management.

• Participate in change management processes and adhere to IT security policies.

• Serve as the on-site point of escalation and accountability for all IT matters

• Other responsibilities as assigned.

Education/Experience/Skills

Bachelors degree in computer science information systems or a related field preferred. Targeting 5 years of progressively responsible experience as an IT programmer/analyst/lead or similar technical role(s); including robust data warehousing and ETL experience. Experience supporting enterprise systems including data services/integration data warehousing and business intelligence is strongly preferred. An equivalent combination of relevant education and experience may be considered.

Key Skills:

• Proven experience in a service desk or IT support role.

• Highly detailed oriented with strong organizational skills.

• Excellent communication and problem-solving abilities.

• Familiarity with ITIL best practices.

• Ability to manage multiple priorities and work cross-functionally in a fast-paced environment.

• Demonstrated bility to work independently proactively identify issues and take initiative to resolve problems.

• Ability to promote team cooperation and a commitment to team success.

• Ability to build and sustain trusted relationships.

• Enjoys working directly with end users to understand needs and deliver effective solutions.

• Must be willing and able to travel both domestically and internationally.

Physical Requirements

This role involves regular standing walking sitting and the use of hands for handling or operating equipment. The employee may also need to reach climb balance stoop kneel crouch and maintain visual verbal and auditory communication in a standard office environment and while working independently from remote locations. The employee must occasionally lift and/or move up to 20 pounds. This position requires the ability to travel independently overnight and/or work after hours as required by travel schedules or business needs.

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