Site Lead - IT

About The Role

The Site Lead IT acts as the principal liaison between Teleperformance's largest and most complex clients and the internal IT teams, overseeing the entire IT relationship and ensuring seamless service delivery. They serve as the primary point of contact for clients, advocating on their behalf within the company and driving continuous improvement in communication, processes, and technology solutions.

Key Responsibilities

• Build and sustain strong client relationships by understanding their IT environment, projects, and business initiatives.
• Manage all technical aspects of client projects, including monitoring project progress, assigning tasks, and reporting to upper management.
• Ensure client satisfaction by coordinating with IT infrastructure specialists and other internal teams to deliver timely solutions.
• Lead and mentor teams including service delivery and desktop engineers, overseeing daily operational tasks and compliance with company policies.
• Conduct regular meetings for process reviews and issue resolution while managing escalations appropriately.
• Maintain and update technical documentation and assist in client and internal audits related to IT requirements.
• Oversee information security adherence, ensuring compliance with Teleperformance's policies and procedures including antivirus management, content security, and asset inventory.
• Handle incident management and contribute to preventing and resolving IT outages impacting clients.
• Investigate new technologies or software that could benefit Teleperformance operations or projects.
• Travel and work flexible hours as required, including occasional after-hours support or on-call duties.

Daily Operations

• Monitor business-as-usual (BAU) activities such as system checks, patch updates, and service health.
• Manage security products and maintain server and application security standards in line with company policies.
• Configure new workstations, set up user accounts, install necessary software, and carry out virus prevention procedures.
• Troubleshoot network, server, and voice system issues using analytical skills.
• Coordinate with vendors and clients for support and new project implementations.

Information Security

• Ensure strict compliance with Teleperformance's information security policies and procedures.
• Enforce adherence to security policies among team members and report any security incidents promptly.
• Protect sensitive information following asset classification guidelines and maintain clear desk and screen policies.
• Abide by internet usage, email policies, customer data confidentiality, and non-disclosure agreements.

Competency Framework

• Planning: Translate business goals into actionable plans with effective resource organization.
• Analytical Thinking: Utilize available information to assess business environment and propose improvements.
• Decision-Making: Evaluate data proactively to implement optimal solutions promptly.
• Customer Focus: Maintain a strong orientation towards understanding and fulfilling client needs.
• People Management: Support team members' development and meet performance objectives.
• Communication: Produce clear documentation and interpret complex materials effectively.
• Team Leadership: Inspire and guide teams towards achieving objectives while managing conflicts proactively.

Eligibility

Applicants must have completed at least a graduate degree to be considered for this position.