Job DescriptionGlobal Site Support ManagerPosition SummaryThe 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.
Key ResponsibilitiesThe 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.
Required QualificationsThe 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, including requirements gathering, procurement coordination, lifecycle planning, and inventory alignment.
- Extensive knowledge of Mac and Windows systems, desktop and laptop support, and mobile device solutions.
- Familiarity with ITIL foundational guidelines and principles.
- Proficiency with Google Workspace / Google Suite in a professional, cross-functional business environment, including Gmail, Google Drive, Docs, Sheets, Slides, Calendar, and collaboration features.
- Solid understanding of corporate networking concepts, including TCP/IP, DNS, DHCP, and VPN.
- Strong customer service orientation with a commitment to responsive, professional, and solutions-focused support.
- Willingness to participate in a rotation for after-hours, weekend, or holiday on-call coverage.
- Willingness to travel infrequently, including internationally, as business needs require.
- Working knowledge of Microsoft administrative tools, including Microsoft 365 admin centers, Entra ID, Intune, Exchange Admin Center, Teams Admin Center, and related endpoint and identity management capabilities.
Physical RequirementsThis role may require prolonged periods of sitting and standing. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of the position.
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