Onsite IT Support Lead

Join to apply for the Onsite IT Support Lead role at KTSA - KPMG Technology Services Americas Get AI-powered advice on this job and more exclusive features. We are KTSA – KPMG Technology Services Americas. A Service Delivery Center of KPMG US, with offices in Mexico City, Guadalajara, and a growing network of remote talent across the country. We deliver high-value technology, consulting, and corporate support services to KPMG US and its clients. At KTSA, our Employer Value Proposition is clear: Explore. Explore isn’t just a word — it’s how we grow, lead, and thrive. It’s the mindset that drives our culture and shapes every opportunity. Experience a collaborative, inclusive, and multicultural workplace where you belong.Excel by creating impact and leaving your mark on global projects.Expand your potential with real career paths, learning programs, and mentorship.Express your individuality — come as you are, and thrive as your authentic self. And because we know that thriving at work also means thriving in life, we back this mindset with KTSAMÁS, our total rewards program, designed to support your well-being, goals, and personal milestones. Lead KTSA IT Services Operations by driving operational technology strategies that foster process excellence, continuous improvement, and enhanced ITIL practices. Oversee regional alignment with corporate standards, best practices, and information security compliance. Guarantee effective management of IT assets, software licensing, on-site support, and end-user technology enablement with a strong focus on service delivery. Provide leadership to the local team through supervision, coaching, and performance development. Responsibilities Develop and maintain KTSA’s IT governance framework, ensuring alignment with ITIL standards.Lead the local documentation, publication, and communication of IT policies, procedures, and best practices.Monitor compliance with governance frameworks (e.g., TOE) and support audit readiness and remediation (e.g., NITSO).Oversee the deployment, maintenance, and support of IT infrastructure including servers, endpoints, telephony, and SaaS platforms.Manage asset lifecycle processes including inventory, hardware refresh, and e-waste handling.Coordinate with US counterparts on infrastructure design and implementation.Lead the team in managing ServiceNow ticket queues, including hardware, software, and requests assigned to the ITS team.Ensure high-quality IT onboarding, user communications, and support for KTSA applications and portals.Monitor and improve service levels and user satisfaction.Track and report on internal IT projects using KTSA’s project portfolio tools.Assign and follow up on tasks, ensuring timely delivery and post-implementation evaluation.Support GenAI initiatives.Oversee Azure cloud services including infrastructure, networking, access, and architecture validation (TAP).Manage Power Platform (PowerApps, Power BI) environments, including development, deployment, and maintenance.Ensure secure and efficient use of cloud resources and integrations.Lead the team in managing risk controls, evidence collection, and audit response.Propose and implement process improvements based on audit findings and operational gaps.Maintain documentation and runbooks for incident and vulnerability management.Act as a liaison with KTSA leadership (GM, HR, F&A, Ops) and US & GBS IT stakeholders.Manage vendor relationships, including contract support, troubleshooting, and security compliance.Facilitate communication and coordination across internal and external partners. Qualifications Required Skills & Experience Bachelor's degree in computer science, Engineering, or a related field.4–8 years of experience in IT operations, infrastructure, or service delivery roles.Strong communication skills in both English and Spanish.Proven experience in IT governance and compliance, including policy documentation, audit remediation (e.g., NITSO), and framework monitoring (e.g., TOE).Infrastructure and application support, including hardware lifecycle, SaaS tracking, and license management.Project and change management, including task assignment, tracking, and post-implementation review.Demonstrated ability to work in a multinational, matrixed environment and collaborate with global and regional teams. Preferred Qualifications Vendor management, including contract coordination, troubleshooting, and security compliance.IT budgeting and procurement tools, such as COUPA.Internal portals and SharePoint administration.SLA & KPI dashboard development and support.Familiarity with ITIL, Lean Six Sigma, or other IT service management frameworks.Service Now ITSM knowledge.Audit documentation, evidence collection, and runbook updates.Leadership potential and interest in transitioning into a people management role Benefits Extended maternity, paternity, and adoption leaves.Learning opportunities, training, and certification programs.Extended marriage leave and daycare support.Wellness and Employee Assistance Programs (EAP)Comprehensive medical plan, life insurance, car insurance, and funeral assistance. Visit www.ktsa.com.mx to learn more. At KTSA, we celebrate and support everyone’s individuality. We do not discriminate against any race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, or disability. We are supportive of helping you to achieve a balance between your home and work demands. We are happy to discuss specific requirements and our range of flexible working arrangements could be of interest. Please ask to find out more. We strongly state that we DO NOT require a certificate of non-pregnancy or HIV in order to participate in any of our processes. Explore KTSA, we dare to be different KTSA - KPMG Technology Services of Americas #KTSACareers #LifeatKTSA #SoyKTSA # ExploreKTSA Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Referrals increase your chances of interviewing at KTSA - KPMG Technology Services Americas by 2x #J-18808-Ljbffr