Global Site Support Manager

Global Site Support Manager Company Overview

National Pen is an industry-leading global promotional products company serving more than one million customers across more than twenty countries in North America, Europe, and Asia. We market, manufacture, personalize, and sell products globally through both online and offline channels. Headquartered in Shelbyville, Tennessee, National Pen operates locations in Mexico, Ireland, Tunisia, Jamaica, and France, employing more than two thousand team members worldwide.

National Pen is owned by Cimpress plc, a publicly traded global leader in mass customization.

The Global Site Support Manager leads assigned Site Services team(s), supports global site operations, and drives reliable, customer-focused IT service delivery. This role partners closely with site support teams and business stakeholders to monitor incidents, manage escalations, support technology initiatives, and identify opportunities for continuous service improvement across National Pen’s global environment.

The Global Site Support Manager will be responsible for the following:

• Site Services Leadership
  • Coach team members and manage team performance.
  • Deliver operational commitments, projects, initiatives, and tasks required to meet business needs.
  • Handle Site Services and broader IT team escalations as required.
  • Manage assigned Site Services team(s) providing on-premises support across multiple global offices.
  • Manage major incidents through successful resolution.
  • Provide support for incidents and requests submitted by National Pen employees.
  • Report on team activities, successes, challenges, and bottlenecks.
• Asset Management
  • Maintain accurate IT hardware records, inventory databases, and related documentation.
  • Manage on-premises hardware inventories.
  • Oversee hardware asset lifecycle management.
• Communications and Stakeholder Engagement
  • Coordinate communications between IT and National Pen employees related to IT projects and initiatives.
  • Draft and distribute major incident communications as required.
  • Keep business stakeholders informed of relevant updates, risks, and progress.
• Demonstrate excellent oral, written, and interpersonal communication skills.
• Oversee the planning, deployment, and management of on-premises and cloud infrastructure.

The successful candidate will bring a strong blend of technical expertise, people leadership, customer focus, and operational discipline. Qualified candidates should have demonstrated experience with the following:

• 2–5 years of hands‑on experience leading or supervising IT help desk, site support, or desktop support functions.
• Ability to build effective working relationships with partners, stakeholders, vendors, and end users.
• Ability to communicate technical concepts clearly and effectively with non‑technical end users and business stakeholders.
• Ability to leverage AI‑enabled tools to enhance productivity, streamline documentation, support automation opportunities, improve troubleshooting effectiveness, and elevate IT service delivery.
• Ability to work independently with a high level of energy, adaptability, accountability, and sound judgment in a fast‑growth environment.
• Excellent verbal and written communication skills, with the ability to engage professionally with all levels of the organization.
• Experience coordinating major incident technical response, stakeholder updates, and communications.
• Experience managing vendor relationships to support service quality, contract coordination, issue resolution, and business continuity.
• Experience participating in IT budget management activities, including planning, tracking, forecasting, and cost‑control support.
• Experience supporting hardware purchasing processes,…