Team Lead - On-Site & Office Support

Company Description Open Innovation AI is a global technology company that specializes in developing advanced solutions for managing AI workloads. Its flagship product, the Open Innovation Cluster Manager (OICM), orchestrates complex AI tasks efficiently across diverse infrastructures. The platform is hardware-agnostic, optimized for various GPUs and accelerators hardware, and facilitates seamless integration and scalability for enterprise AI applications. Open Innovation AI focuses on optimizing and simplifying AI workload management and making AI technologies accessible to organizations of all sizes. With its innovative solutions, companies can reduce operational costs, accelerate time to value, and maximize their return on investment, ensuring that their AI strategies contribute directly to enhanced business outcomes. Role Overview: We are looking for a Team Lead - On-Site & Office Support to coordinate our On-Site Support Engineers in customer data centers and ensure smooth internal IT support in our office. This hybrid role combines leadership, coordination, and hands-on technical support.Candidate Requirements Education: Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience). Experience: 3–5 years in IT support or system administration, including at least 1 year in a leadership or coordination role Roles and Responsibilities: Team Coordination Lead and coordinate the work of on-site support engineers (shift-based teams in customer data centers)Ensure coverage planning, shift scheduling, and proper handover between shifts. Serve as the main point of contact between the on-site support team and Level 2/Level 3 engineering teams. Mentor and train team members, ensuring adherence to troubleshooting guidelines and escalation processes. Review incident reports and ensure proper documentation and reporting standards. Customer Data Center Support Oversee monitoring and first-line support for OICM platform deployed in customer data centers. Ensure timely triage and escalation of incidents. Track KPIs and SLAs for customer support. Internal Office IT Support Provide hands-on IT support for employees in the office (laptops, accounts, network, printers, software). Manage onboarding/offboarding IT processes (setup of workstations, accounts, access). Maintain local IT infrastructure and ensure smooth day-to-day operations. Work with vendors and external partners for office IT services. Technical Skills Strong troubleshooting skills across hardware, software, and networks. Solid understanding of Linux/Windows system administration. Familiarity with GPU/cluster environments and monitoring tools (Grafana, Prometheus, etc.) is an advantage. Experience with IT support processes (ticketing, escalation, Jira Service Desk). Ability to manage shifts and coordinate distributed teams Soft Skills Strong communication and leadership skills. Proactive, reliable, and structured approach to work. Ability to balance hands-on support with managerial responsibilities Nice to Have Previous experience in data center operations or IT team leadership. Familiarity with IT security best practices and compliance. Reporting To: Senior Manager – Systems Engineering