IT Support Manager

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.

• 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.

• 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.

• 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.

• 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.

• 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.

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

• 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.

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