IT Site Support Manager

job purpose:  

The Manager, Site IT Support leads the people, process, and service quality of on-site IT support across fairlife locations. This role is accountable for first and second level support delivery: end-user devices, local infrastructure, conference rooms, printers, and on-site incident response. The manager builds a high-performing team, sets service standards, partners with Facilities and business leaders at each site, and ensures local IT work is aligned with enterprise platforms, security policy, and change control. 

This is a people-leadership role first. Technical credibility is required. 

responsibilities: 

Leadership & Supervision 

• Hire, onboard, coach, and retain Site IT Support staff; set clear goals and hold the team to them. 

• Build coverage models (shifts, on-call, multi-site travel) so sites are supported and for critical events. 

• Run regular 1:1s, performance reviews, and skill development plans; address performance issues promptly. 

• Create a culture of ownership, courtesy to users, and documentation rather than heroics. 

Service Delivery and Operations 

• Own site support SLAs/SLOs: response, resolution, first-contact quality, and user satisfaction. 

• Oversee queue health (incidents, requests, problems) and escalate chronic issues into problem management. 

• Standardize support procedures: pc maintenance, moves/adds/changes, conference-room support, printer and local network issues. 

• Ensure on-site work follows enterprise change, access, and security standards; no shadow IT or unsanctioned local workarounds. 

• Plan and execute site projects not exclusive to: office openings/closures, floor moves, hardware refreshes, and event support. 

Stakeholder Partnership 

• Be the named IT leader for site general managers, office managers, and Facilities. 

• Translate business needs (new floor, new lab, VIP visit) into a support plan with clear owners and dates. 

• Partner with Service Desk, Infrastructure, Security, and Endpoint Engineering so local work and central platforms stay aligned. 

• Communicate outages, planned work, and service changes in plain language to site leadership. 

Governance, Risk, and Continuous Improvement 

• Track and report volume, backlog, SLA attainment, CSAT, and recurring incident themes. 

• Maintain asset accuracy for site-owned devices and local infrastructure; close gaps with Asset/CMDB owners. 

• Drive root-cause reviews after major site incidents; implement lasting fixes, not just ticket closure. 

• Control local vendor relationships (break/fix, cabling, AV) within approved contracts and spend limits. 

• Participate in business continuity and site emergency plans for IT-dependent operations. 

Operational Duties 

• Participate in lifecycle management of our monitoring, alerting, and performance optimization platforms. 

• Partner with the larger IT organization on change management, maintenance windows, and disaster recovery planning 

• Develop and maintain documentation, diagrams, and standard operating procedures for their area of responsibility 

• Assist with the management of  vendor relationships and service contracts (Lenovo, CDW,  etc.) 

• Support budgeting, procurement, and asset management for infrastructure