HCLTech is a globally recognized leader in technology and IT services, renowned for its innovative solutions and commitment to driving digital transformation across industries. With a presence in over 50 countries, HCLTech empowers organizations with cutting-edge technology, fosters a culture of collaboration and excellence, and values integrity, diversity, and customer-centricity. The company has received multiple industry awards for its pioneering work in cloud computing, cybersecurity, and IT infrastructure, making it a preferred employer for top talent worldwide.

Overview of the Role The Onsite Support Manager will oversee deskside support operations and manage the Service Desk for a key client site. This role is pivotal in ensuring seamless IT service delivery, maintaining high customer satisfaction, and driving ongoing projects in alignment with organizational objectives. The position entails leadership of onsite teams, governance of service performance, and effective stakeholder management to support business continuity and technological advancement.

Detailed Responsibilities

- Lead and manage onsite deskside support and Service Desk teams, ensuring prompt resolution of IT incidents and requests.
- Oversee end-to-end service level management, tracking performance metrics and driving continuous improvement.
- Plan, execute, and monitor IT projects related to site service delivery, hardware management, and process enhancements.
- Act as the primary point of contact for governance, facilitating regular stakeholder meetings and ensuring adherence to SLAs.
- Manage vendor relationships, procurement processes, and billing operations to optimize service contracts and costs.
- Ensure proper hardware management, including asset tracking, maintenance, and lifecycle planning.
- Drive CSAT (Customer Satisfaction) initiatives,



analyzing feedback and implementing action plans to enhance user experience.
- Collaborate with cross-functional teams and senior management to align site services with business strategies.
- Maintain compliance with organizational policies, security standards, and regulatory requirements.

Skill Requirements

- Minimum 12–15 years of relevant experience in IT service management, including onsite support and Service Desk operations.
- Proven expertise in managing large-scale IT support teams and leading complex projects.
- Strong knowledge of service management frameworks (ITIL or equivalent), service level agreements, and governance practices.
- Experience in vendor management, billing oversight, and hardware lifecycle administration.
- Demonstrated ability to influence and collaborate with diverse stakeholders at multiple organizational levels.
- ITIL Foundation certification or equivalent is mandatory.

Other Requirements (Optional) Advanced certifications in IT service management (e.g., ITIL Expert, PMP, Six Sigma).

Experience working in multinational environments and managing geographically dispersed teams.

Strong analytical and problem-solving skills, with a track record of driving CSAT improvements.

Excellent communication, leadership, and interpersonal abilities.

Why Us?

- We offer End-to-end digital transformation expertise that helps clients from strategy through execution. We work with the biggest brands,



offering the opportunity to be a part of industry-leading work.
- We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark.
- We offer freedom and flexibility on the job, empowering our employees to make decisions.
- We offer a virtual-first work environment, promoting a good work-life balance and real flexibility Our company is extremely diverse with representation of 165 nationalities.
- We offer the opportunity to work with colleagues across the globe.
- We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect.

If you have a valid disability certificate, Certificate of Disability in Force, please contact us. Among HCL's principles we would like to highlight diversity and inclusion as a strength in our values and practices. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL.

- HCL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

📌 Onsite Support Manager – Service Desk & Site Delivery (Barcelona)
🏢 HCLTech
📍 Barcelona