Manager, Site Support

Responsibilities

• Partner with IT leadership, business stakeholders, and product teams to develop and execute support strategies that enhance the employee experience across corporate sites
• Foster a culture of collaboration, accountability, and continuous improvement across site support and service desk teams
• Lead process improvement initiatives across incident management, problem management, and service delivery
• Oversee day-to-day IT operations across corporate sites, ensuring timely resolution of incidents and service requests
• Identify trends and implement proactive solutions to reduce recurring issues and improve first-contact resolution
• Own vendor and managed service relationships supporting the global service desk
• Define and monitor SLAs, KPIs, and governance processes to ensure consistent service delivery
• Oversee escalation processes between service desk and technical support teams
• Manage hardware, peripherals, and site technology inventory across office locations
• Ensure compliance with IT security, governance, and regulatory standards
• Drive automation, self-service adoption, and service optimization initiatives
• Lead audits, service reviews, and quality improvement plans
• Identify technical skill gaps and support training and development initiatives for support teams
• Coach and develop technicians, analysts, and support staff
• Provide high-touch support for executive leadership both onsite and remotely
• Ensure high availability and reliability of collaboration technologies, conference room systems, and executive support tools
• Travel up to 10% annually across domestic and international office locations as needed for audits, executive support, and project rollouts
• Provide extended-hour support during critical incidents, executive meetings, system upgrades, or business-critical events as needed

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred
• 3+ years of experience in IT operations, end-user support, or enterprise technology services
• 1+ year of leadership experience managing technical teams, vendors, or service operations
• Experience managing corporate site support and service desk operations within a global or multi-site environment
• Strong knowledge of IT service management, hardware/software lifecycle management, and collaboration technologies
• Experience supporting both Microsoft Windows and Apple iOS environments
• Strong communication, leadership, and organizational skills