IT Site Support Supervisor

Faith Technologies • Olathe, KS

2d

About The Position

The IT Site Support Supervisor leads a distributed team of IT Site Support Specialists across the United States, ensuring consistent, high-quality technical support for manufacturing facilities, job sites, and corporate locations. Reporting to the Service Desk Manager, the supervisor balances people management, operational oversight, and process improvement to deliver reliable, scalable IT support, minimize downtime, maximize production efficiency, and align support with business goals. The role combines hands-on technical knowledge with leadership skills to improve team performance, standardize site support practices, and provide a seamless end-user experience. The successful candidate can lead, coach, and motivate a distributed technical team, communicate professionally, make sound decisions under pressure, and partner effectively with IT and site/business leadership. Travel is 0–40%. Typical hours are 7:00 a.m. to 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.
• Five or more 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.

Nice To Haves

• At least two years of experience in a leadership or supervisory role.
• Experience with manufacturing systems such as ERP, MES, TAKT, PLM, and time-keeping systems.

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.
• Promote 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.

Benefits

• Competitive, merit-based compensation.
• Career path development.
• Career development and continued education programs.
• Flexible and robust benefits package for regular/full-time team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree