> Markdown version of [/jobs/ext/3545585-it-site-support-manager](https://www.wearedevelopers.com/jobs/ext/3545585-it-site-support-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Site Support Manager - **Company:** fairlife, LLC - **Location:** Chicago, IL, United States - **Experience:** Experienced - **Salary:** $90,000.0 - $120,000.0 - **Contract:** Permanent contract - **Skills:** JIRA, Configuration Management Databases, Collaborative Software, Computer Maintenance, Disaster Recovery, Local Area Networks, Performance Tuning, Remote Service Software, Microsoft InTune, Information Technology, Servicenow - **Published:** October 1, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/18481018?backUrl=%2Fcareer%2F18481018%2FIt-Site-Support-Manager-Illinois-Chicago ## About the Role * 5+ years in IT support or operations, including 2+ years leading people (team lead or manager). * Bachelor's degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience) * Proven experience with on-site or multi-site end-user support, not only a remote service desk. * Working knowledge of Windows fleets, identity (SSO/MFA), endpoint management (Intune, collaboration tools, printing, and conference-room AV. * Familiarity with ITSM practices (incident, request, problem, change) and a ticketing platform (ServiceNow, Jira Service Management, or similar). * Strong written and verbal communication with non-technical site leaders. * Ability to travel between sites as required and respond to critical on-site events. * Strong leadership and interpersonal skills Preferred: * Experience standing up support for a new site or absorbing an acquired location. * ITIL Foundation or equivalent operations framework. * Experience in a regulated or high-security environment. * People development - coaches technicians into consistent professionals. * Operational discipline - prefers process and measurement over firefighting. * Customer judgment - knows when a VIP or site-critical issue needs a manager on the floor. * Influence without drama - aligns central IT and local business needs. * Integrity - will not bypass security or change control to look fast. ## Description 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., 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, As our recruitment is primarily handled in-house, we work only occasionally with external agencies, and only those on our existing, pre-approved vendor list. 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