Job Description
Must Have Technical/Functional Skills
The Site Lead is a critical working leader role responsible for stable site operations, technician performance, and disciplined execution of standard work in support of production stability, safety, and customer experience.
This role requires a balance of hands on technical leadership, people leadership, and operational discipline. The Site Lead is expected to actively lead the team onsite, not manage remotely.
Responsibilities
- Ownership of site day‑to‑day operations and performance.
- Technical leadership and incident oversight.
- Lead onsite L2 and L3 DSS Technicians.
- Training, onboarding, and development of onsite technicians.
- Communication with onsite technicians and onsite leadership.
- Set standards for behaviour and leadership.
- Physically fit to walk through large areas.
- Ability to work after hours and weekends if necessary or required by the customer.
- Knowledge of using ServiceNow as the ticketing tool.
- SPOC for TMNA Site Manager, act as an IT business partner on site and collaborate with site leadership and other local stakeholders.
- Maintain a friendly relationship with TMNA users and TMNA managers.
- Responsible for managing the DSS team at the site; conduct daily standups.
- Manage day‑to‑day operations in the site.
- Manage work assignment to the DSS site team.
- Manage people tasks including shift schedule, leave management, overtime management, training requirement, etc.
- Assist with onboarding, training and mentoring new L2 employees.
- Take ownership of critical incidents and service failures, coordinate with relevant stakeholders until resolution or service restoration.
First level of escalation contact.
Salary
Salary Range: $80,000 - $85,000 per annum.
Employee Benefits Summary
- Discretionary annual incentive.
- Comprehensive medical coverage: medical & health, dental & vision, disability planning & insurance, pet insurance plans.
- Family support: maternal & parental leaves.
- Insurance options: auto & home insurance, identity theft protection.
- Convenience & professional growth: commuter benefits & certification & training reimbursement.
- Time off: vacation, time off, sick leave & holidays.
- Legal & financial assistance: legal assistance, 401(k) plan, performance bonus, college fund, student loan refinancing.
Qualifications
Degree: Bachelor of Computer Science.
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