IT Site Support Supervisor

Faith Technologies•Olathe, KS

About The Position

The IT Site Support Supervisor leads a distributed team of IT Site Support Specialists across the United States and reports directly to the Service Desk Manager. The role ensures consistent, high-quality technical support and service delivery to manufacturing facilities, job sites, and corporate locations. It balances people management, operational oversight, and process improvement to provide reliable, scalable support that minimizes downtime, maximizes production efficiency, and aligns with business goals. The supervisor uses technical knowledge and leadership skills to drive team performance, standardize site support practices, and provide a seamless end-user experience. The position requires the ability to lead, coach, and motivate a distributed technical team, communicate professionally, solve problems and make decisions under pressure, and partner effectively with IT and site/business leadership. Travel is 0–40%. Typical work hours are between 7:00 a.m. and 5:00 p.m., Monday through Friday, though work may be performed at any time on any day of the week to meet business needs.

Requirements

Associate or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
At least 5 years of IT support experience.
Strong technical proficiency in IT systems, infrastructure, and end-user support.
Ability to lead, coach, and motivate a distributed technical team.
Clear professional communication skills.
Excellent problem-solving and decision-making skills under pressure.
Ability to partner effectively with IT leadership and site/business leadership.
Travel availability of 0–40%.
Ability to work outside typical Monday–Friday hours between 7:00 a.m. and 5:00 p.m. when needed to meet business needs.

Nice To Haves

At least 2 years in a leadership or supervisory role is desired.
Experience with manufacturing systems such as ERP, MES, TAKT, PLM, and timekeeping.

Responsibilities

Supervise Site Support Specialists, providing coaching, mentoring, and career development.
Conduct performance reviews, set clear objectives, and ensure accountability for results.
Develop staffing schedules and workload assignments to ensure coverage across sites.
Foster collaboration, knowledge sharing, and continuous improvement.
Ensure consistent application of IT processes, procedures, and standards across supported sites.
Establish and monitor team KPIs and SLAs, addressing performance gaps and operational risks.
Serve as the primary escalation point for complex or high-impact support issues.
Oversee and partner on deployment, configuration, and maintenance of site-level IT infrastructure, including end-user devices, servers, printers, networking, and specialized hardware.
Act as the central liaison between Site Support teams, the IT Service Desk, Business Partner, and business/site leadership.
Translate business needs into actionable IT support initiatives.
Partner with cross-functional IT teams to align site support with enterprise initiatives, including ServiceNow, M365, and security standards.
Identify opportunities for process optimization, automation, and proactive issue prevention.
Standardize knowledge articles, SOPs, and site support playbooks across the team.
Implement and track improvement initiatives, reporting outcomes to IT leadership.
Maintain accurate records of IT assets, support activities, and system configurations in ServiceNow.
Build dashboards and reports showing site health, ticket trends, and team performance.
Ensure compliance with company policies, industry standards, and regulatory requirements.
Perform other related duties as required and assigned.