IT Support Manager

Job Summary

The Manager, Site Support leads MPS regional field-support model across manufacturing, distribution, and corporate locations. Reporting to the Senior Manager, IT Operations & End User Experience, the role is accountable for regional Site Leader performance, site stakeholder relationships, production-impacting escalation, enterprise rollout readiness, local asset/infrastructure coordination, and consistent execution of central IT standards. This role ensures centralization does not come at the expense of plant effectiveness and that every major site has a clear, accountable IT partner. Strong understanding of Network architecture, IT Operations. Experience leading a team of 5-10 and managing IT Projects.

Job Duties

Regional Site Support Leadership

Lead, coach, and hold accountable the Regional IT Site Leaders; establish coverage expectations, operating rhythms, travel priorities, backup plans, and common service practices.
Align regional assignments to site complexity, operational criticality, issue volume, geography, and business priorities rather than historical staffing patterns.
Ensure Site Leaders operate as business-facing technology leaders and coordinators, not simply as local help-desk technicians.

Stakeholder & Plant Partnership

Maintain strong relationships with General Managers and site leadership, acting as an escalation point when support, communication, or technology-change issues require management attention.
Establish consistent site reviews that surface recurring problems, risks, local technology needs, readiness gaps, and satisfaction trends.

Site Readiness & Change Execution

Own field execution for enterprise rollouts and ensure Site Leaders complete local readiness for ERP, infrastructure, workstation, cybersecurity, collaboration, and other technology initiatives.
Coordinate field priorities with PMO, Infrastructure, Enterprise Applications, Security, and the Central Service Desk.

Service Desk & Workstation Lifecycle Partnership

Partner with the Central Service Desk Supervisor so incidents, requests, escalations, and device work move seamlessly between remote and onsite support.
Ensure Site Leaders execute local workstation refresh/lease deployment and collection activities accurately and on schedule.

Standards, Documentation & Continuous Improvement

Standardized site documentation, local inventory practices, vendor coordination, smart-hands procedures, escalation expectations, and health-check routines.
Use support trends and site feedback to reduce repeated issues, improve enterprise standards, and identify opportunities for automation or central resolution.

Safety & Operational Discipline

Ensure field staff follow manufacturing-site safety requirements and coordinate technology work to minimize production, shipping, quality, or engineering disruption.

Experience and Education

Bachelor’s degree in information technology, Business, Engineering, or related field preferred.
Typically, 7+ years of IT support/service delivery experience with 3+ years leading multi-site, regional, or field-support teams.
Demonstrated experience in manufacturing, distribution, industrial, or other operationally critical environments strongly preferred.
Strong understanding of ITSM, site support, endpoint/workstation support, vendor coordination, project execution, and enterprise rollouts.
ITIL or comparable service-management certification preferred; project-management training/certification a plus. Typically require a bachelor's degree or 2 to 5 years of experience in a manufacturing environment.

Competencies/Skills

Multi-site leadership
Stakeholder management
Escalation ownership
Field service design
Project and rollout execution
Coaching and accountability
Operational communication
Continuous improvement