Team Lead Field Onsite IT Support - Remote Opportunity

About the Role

We are looking for a dedicated Team Lead Field Onsite IT Support to join Sysmex Europe, a leader in healthcare diagnostics. This Team Lead Field Onsite IT Support remote position is an exciting opportunity to lead a team of IT support specialists and ensure exceptional service delivery across multiple locations in the EMEA region. You will play a crucial role in enhancing the healthcare journey for patients by providing top-notch IT support.

What You'll Do

• Lead Field Support Operations: Coordinate onsite support staff, prioritize tasks, and ensure timely issue resolution.
• Deliver Hands-On Technical Support: Manage hardware setup, break/fix, AV systems, networking, and peripheral troubleshooting.
• Improve Support Processes: Define IT Onsite support processes by documenting SOPs, building knowledge base content, and streamlining workflows for efficiency.
• Asset & Inventory Management: Oversee IT hardware lifecycle, stock levels, site logistics, and tool availability.
• Own SLAs & Escalations: Manage support queues, prioritize critical issues, and drive resolution in coordination with remote and backend teams.
• Hardware Procurement: Support the Market Basket project for EMEA to define processes and workflows for end-user hardware ordering.

Requirements

• 5+ years in IT support, with at least 2 years leading field or onsite teams.
• Strong technical know-how: laptops/desktops, printers, M365, AD, VPN, LAN/Wi-Fi, mobile devices.
• Hands-on AV support experience (meeting rooms, hybrid setups, Modern Workplace, conferencing tools).
• Familiarity with ITSM tools (e.g., ServiceNow) and ITIL principles.
• Excellent communication, organization, and stakeholder management skills.

Nice to Have

• Experience in healthcare IT support.
• Knowledge of emerging technologies in IT support.
• Certifications in ITIL or related fields.

What We Offer

• Competitive salary range of €80,000 - €100,000 annually.
• Comprehensive relocation support for those moving to Germany.
• Flexible working through flextime and a hybrid working model (60% mobile working, 40% on-site).
• 30 days of annual leave and additional benefits such as Christmas and holiday bonuses.
• Access to an in-house gym, various sports courses, and company medical care.

This Team Lead Field Onsite IT Support remote role is not just about managing a team; it's about being the face of IT operations, helping people, solving problems, and ensuring business continuity. Join us at Sysmex Europe and make a difference in the healthcare journey of patients worldwide.