job purpose:

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.

This is a people-leadership role first. Technical credibility is required.

responsibilities:

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

skills/qualifications required:

Required:

• 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.

At fairlife, we believe in better - and that includes how we support our people. We offer a comprehensive suite of benefits and wellbeing resources designed to support you physically, emotionally, socially, and financially, both in and out of work.

• Comprehensive medical, dental, and vision coverage, effective day one!

• Supplemental health plans (hospital indemnity, accident, and critical illness insurance)

• Paid Time Off to recharge and support work-life balance

• Paid parental leave & adoption assistance (up to $10,000)

• Parental support & family care benefits, including childcare resources and lactation support

• 401(k) to support retirement planning with up to 9% in employer match

• Wellness reimbursement (up to $500 for qualified wellbeing expenses)

• Employee Assistance Program (EAP) for emotional wellbeing and work-life support

• Company-paid life insurance and short-term disability

• Employer HSA funding (for HDHP participants)

• Tuition reimbursement (up to $10,000) and student loan repayment ($200/month)

• Learning & development programs to unlock your full potential

• Rewards & recognition, matching gifts, free product, and Business Resource Groups

fairlife's nour!sh program is designed to meet you where you are - supporting your individual wellbeing journey while enabling you to do your best work every day.

position location: Chicago, IL or Coopersville, MI

reports to: Director, IT Infrastructures & Services

travel requirements: 35%

exempt/nonexempt: exempt

*Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Base pay range:

$90,000-$120,000 USD