Onsite Team Leader

Purpose

To manage and lead the day‑to‑day operations of onsite engineers deployed at client locations.

This role ensures high‑quality service delivery, effective issue resolution, and strong client relationships.

The incumbent will drive team accountability, enforce operational standards, and promote service excellence across all onsite engagements.

Duties and Responsibilities

• Manage and oversee service delivery for assigned onsite clients.
• Serve as the primary escalation point for service and technical issues.
• Lead, mentor, and support onsite engineers and team leads.
• Maintain proactive client communication and manage expectations.
• Represent the onsite team in both internal and client‑facing meetings.
• Support HR‑related processes including performance reviews, coaching, and disciplinary actions.
• Plan and coordinate training and skills development initiatives.
• Oversee the execution of onsite project rollouts and implementations.
• Ensure compliance with internal processes, documentation standards, and service best practices.
• Monitor and manage third‑party and outsourced service costs.
• Promote knowledge sharing and ensure contributions to the internal knowledge base.

Qualifications

Key Performance Areas

Service Delivery

Ensure timely and high‑quality onsite support aligned with SLAs and MSP standards.

Team Management

Lead and develop the onsite team to drive performance, accountability, and growth.

Client Satisfaction

Manage client relationships and escalations to ensure a high level of satisfaction.

Technical Oversight

Provide guidance on complex issues and ensure thorough root cause analysis.

Process & Documentation

Maintain and enhance operational standards, workflows, and documentation accuracy.

Collaboration

Work closely with the service desk, project teams, and internal departments to ensure aligned service delivery.

Working Conditions

Hybrid role : combination of onsite client visits and office‑based work. Availability after hours may be required for escalations or scheduled meetings.

Physical Requirements

Reports to

Onsite Manager.

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