Overview
The IT Site Support Manager is responsible for leading and developing the IT Site Support Team, delivering a high-quality end-user experience, and ensuring the effective application of ITIL best practices. This role plays a critical part in standardizing IT support operations, optimizing costs, and ensuring compliance with corporate IT and security standards.
The manager will collaborate closely with global IT teams, vendors, and business stakeholders, supporting enterprise initiatives and ensuring consistent, efficient, and secure IT support services across the site.
Key Responsibilities
Team Leadership & Performance Management
* Lead, coach, and manage the IT Site Support team to ensure individual and team performance expectations are consistently met.
* Conduct regular performance reviews, provide constructive feedback, and support skills development and career growth.
* Ensure adequate staffing, workload distribution, and coverage to meet business needs.
End-User Experience & Service Delivery
* Drive continuous improvement of the end-user IT support experience.
* Measure service satisfaction levels, analyze feedback, and implement improvement actions.
* Manage and uphold the incident troubleshooting and escalation process to ensure timely and effective resolution.
ITIL, Process & Operational Excellence
* Apply ITIL best practices across incident, problem, and service request management.
* Identify gaps in IT support processes and implement enhancements to improve efficiency and service quality.
* Work closely with the Service Desk team to ensure proper documentation, knowledge sharing, and user guidance related to incidents and requests.
* Ensure all IT support activities are properly documented and records are maintained accurately.
Standardization, Cost & Vendor Management
* Identify opportunities for standardization, operational efficiency, and cost reduction.
* Develop and implement strategies to achieve measurable cost savings.
* Review reports related to hardware, peripherals, malfunctions, maintenance, and productivity impact to address recurring issues.
* Negotiate and manage contracts with vendors, consultants, and technical service providers.
Technology Implementation & Global Collaboration
* Assist global IT teams with the remediation and implementation of new technologies, systems, and devices.
* Support the adoption and enforcement of corporate standards for hardware, software, applications, and IT security.
* Collaborate with regional and global IT stakeholders to align local support activities with enterprise initiatives.
Compliance & Governance
* Ensure all IT support activities comply with company policies, procedures, and security guidelines.
* Support audits, reporting, and management reviews as required.
Qualifications & Experience
Required Qualifications
* Bachelor’s degree in Computer Science, Information Technology, or a related field.
* Minimum 3 years of experience in IT support management or a similar leadership role.
* Strong working knowledge of ITIL best practices.
* Fluent English (spoken and written) is mandatory, as this role regularly interacts with global teams, stakeholders, and vendors.
* Excellent communication, presentation, and interpersonal skills.
* Proven leadership and people management capabilities.
* Strong analytical and problem-solving skills.
* Experience planning and executing cost-reduction and process improvement initiatives.
* Solid knowledge of corporate IT standards related to hardware, applications, and IT security.
* Ability to independently manage responsibilities while effectively collaborating with global teams.
Nice to Have
* Additional language skills, such as Spanish or Portuguese, are a plus and beneficial for collaboration with regional teams and local stakeholders.
* ITIL certification or other relevant IT service management certifications.
* Experience supporting multi-site or regional IT operations.