IT Site Lead, Suzhou Lab

General Description: The GTS Site Lead – Suzhou Sapphire is accountable for end-to-end on-site IT service delivery for the Suzhou Sapphire R&D site and serves as the single point of contact (SPOC) for local IT operations. The role leads on-site support coverage, ensures stable workplace and lab IT operations, drives service governance and continuous improvement, and ensures compliance with corporate IT/security standards and audit requirements. Essential Functions of the job: 1) On-site Team Leadership & Service Governance • Responsible for day-to-day work assignment, coverage planning, coaching and capability uplift, ticket quality governance, and contractor/vendor compliance with GTS policies, security standards, and site operational requirements. • Own and govern the local operating model (SOPs/runbooks/checklists), performing regular quality reviews on ticket handling, documentation, and end-user communication to deliver consistent outcomes across the site. • Govern local ticket intake and delivery to ensure correct triage, prioritization, escalation, and closure quality aligned with SLA expectations. • Drive operational excellence through proactive problem management (trend analysis, root-cause identification, permanent fixes), reducing recurring incidents and improving end-user experience. 2) Workplace Support & Collaboration Technology Operations • Manage and maintain workplace IT facilities, including meeting room A/V & VC solutions (Teams/Zoom/BYOD), room devices/peripherals, IP phones, printers, and shared equipment. • Partner with Premium Service Team to provide end-to-end support for key meetings and events and coordinate vendors as needed to ensure meeting quality and availability. • Maintain local standards and lifecycle basics for collaboration devices. 3) Lab IT Support & Endpoint/Asset Management • Ensure stable lab computing operations (lab instrument PCs/workstations) while adhering to controlled change principles; coordinate appropriate admin access/controls to support lab operation and maintenance needs in compliance with corporate policies. • Maintain accurate inventory/management of IT Assets and ensure secure configuration baselines and operational readiness. 4) Security, Compliance & Audit Readiness • Ensure the site follows IT security standards and data handling requirements; partner with Security/Compliance teams on endpoint security/tool rollouts and exception handling for lab constraints. • Support internal/external audits at the site level by providing evidence, executing remediation actions, and ensuring local controls are operating effectively. 5) Infrastructure Reliability & Stakeholder/Vendor Management • Coordinate with regional/global teams to maintain site connectivity and infrastructure health; proactively identify and communicate risks and drive mitigation plans. • Manage local vendors for delivery quality, cost efficiency, and timely execution; maintain site documentation and operational records. 6) User Enablement & Communication • Provide users with training and communications on IT policies, procedures, and new deployments; develop knowledge articles/quick guides to improve self-service adoption and first-contact resolution. • Build trusted relationships with site stakeholders and handle high-impact issues with professionalism, clarity, and discretion. Computer Skills: Microsoft 365 skills (Outlook, Teams, SharePoint/OneDrive, Excel, PowerPoint) Enterprise A/V & conferencing knowledge (Teams/Zoom Rooms, BYOD setups, room devices/peripherals) Solid endpoint troubleshooting (Windows/macOS, peripherals, printing, connectivity, remote support) Basic understanding of site network/connectivity concepts and collaboration device lifecycle basics Other Qualifications: 7+ years of IT support experience with strong hands-on capability in daily operations and on-site project delivery. Strong service management mindset: incident/request/problem management, trend analysis, root-cause identification, and permanent fixes. Experience supporting R&D / lab environments is preferred (instrument PCs, controlled changes, security constraints). Experience in managing contractors/vendors, including service quality governance, performance feedback, and compliance with site policies/security requirements. Strong stakeholder communication skills, bilingual (English/Mandarin) preferred. High integrity: confidentiality, security, and policy compliance; able to handle sensitive situations professionally. Flexible to support critical meetings/escalations outside business hours when needed. 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