Onsite User Services Specialist

Position Overview

Your Responsibilities

• Manage Onsite IT Operations: oversee second-level incident resolution and request fulfillment in line with ITIL standards, maintaining target SLAs and delivering top-tier customer satisfaction.
• Enhance Digital User Experience: support site events, meetings, and workplace technologies (collaboration suites, web conferencing, and AV equipment) to promote technology adoption and best practices.
• Lead Local & Regional IT Deployments: deliver local and regional workplace, network infrastructure, client hardware, and employee experience projects, tracking adoption and success metrics.
• Manage Vendors & Service Delivery: oversee third-party vendors and service providers, conducting regular service reviews and managing contracts to ensure high-quality service delivery.
• Drive Strategic Communication & Adoption: execute clear communication strategies for IT services and projects, coordinating user onboarding to ensure new hires maximize value from IT tools.
• Foster Business Continuity & Compliance: partner with business stakeholders to support Business Continuity activities while ensuring all operations comply with global IT standards.

Who You Are

• Agile, outcome-oriented IT professional with a customer-centric mindset and strong technical curiosity.
• Thrives in collaborative, fast-paced environments and excels at translating technical solutions into clear, non-technical language for stakeholders.
• Bachelor's degree in Computer Science, Engineering, or a related discipline (or equivalent practical IT experience).
• 3 to 5 years of hands-on experience providing onsite or remote technical support in combined PC and Mac environments.
• Solid working knowledge of ITIL Incident Management processes and experience using ticketing tools (e.g., ServiceNow).
• Good understanding of networking concepts (TCP/IP, Wireless, Ethernet), audio-visual systems, web conferencing, and modern productivity ecosystems.
• Proven ability to manage vendors, lead implementation projects, and communicate effectively with diverse technical and non-technical teams.
• Agile/SCRUM experience or certification is a plus.

About Roche