Site Support Manager

TEKsystems•New York, NY

9d•$110,000 - $140,000•Onsite

About The Position

The Site Support Manager, Infrastructure leads the strategy, delivery, and operational excellence of site support services, including desktop support and hands-and-feet support for infrastructure towers such as network and cloud. This role combines strong technology leadership with a customer-focused mindset to provide employees with a secure, reliable, and high-performing technology environment. Reporting to the Senior Director of End User Services and UX, the position oversees desktop support teams, enhances the end-user experience, stabilises support operations, and drives the standardisation of processes and standard operating procedures to deliver consistent, high-quality support across all locations.

Requirements

8–12+ years of progressive IT support experience, including a minimum of 3–5 years in a leadership or management role.
Strong expertise in Windows and/or macOS environments, including configuration, troubleshooting, and support.
Solid experience with Active Directory administration and related identity management activities.
Proficiency with virtualisation technologies such as VMware and Hyper-V.
Good understanding of networking fundamentals and their impact on end-user computing and site support.
Experience working with cloud platforms such as Microsoft Azure, Amazon Web Services, or both.
Demonstrated success in managing desktop support or end-user computing teams at scale within a global environment.
Hands-on experience with endpoint management tools such as Microsoft Intune, JAMF, or similar solutions.
Proven ability to lead cross-functional initiatives and collaborate effectively with both technical and non-technical stakeholders.
Excellent customer service skills with a strong focus on delivering an outstanding end-user experience.
Strong relationship management skills, with the ability to build trust and credibility across the organisation.
Experience supporting virtual and hybrid events using collaboration platforms such as Zoom, Microsoft Teams, or similar technologies.
Demonstrated leadership skills, including mentoring, coaching, and performance management of technical teams.
Ability to troubleshoot complex technical issues across devices, operating systems, and infrastructure components.
Strong support and troubleshooting skills with a focus on resolving incidents efficiently and effectively.
Proficiency in vendor management, including overseeing contracts, service levels, and performance.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related field.
ITIL certification or equivalent experience with IT service management frameworks.
Background supporting distributed or multi-site organisations with varied technology needs.
Project management experience, including planning, coordination, and delivery of technology initiatives.
Ability to leverage AI tools to enhance executive productivity, streamline workflows, and enable more efficient decision-making.
Strong management skills, including team leadership, prioritisation, and resource planning.
Demonstrated commitment to extreme customer service, consistently going above and beyond to support end users.
Experience working in environments that are investing in modern technology and infrastructure.
Comfort with continuous improvement and change, including the standardisation of processes and procedures.

Responsibilities

Lead the desktop support function to provide timely, high-quality support for employees across all locations.
Mentor, coach, and manage the day-to-day performance of the desktop support team, fostering a high-performing and customer-focused culture.
Manage and support a diverse end-user environment across Windows, macOS, mobile devices (iOS and Android), and printers to ensure consistent performance, security, and user experience.
Own end-user device asset and lifecycle management, including forecasting, refresh planning, and adherence to asset management standard operating procedures.
Standardise and optimise endpoint management processes, including imaging, deployment, patching, and full lifecycle management.
Drive the adoption of modern device management solutions such as Microsoft Intune, Autopilot, and mobile device/application management tools.
Ensure adherence to service level agreements, key performance indicators, and service delivery frameworks that enhance the end-user experience.
Foster a culture of accountability, continuous improvement, and customer-centric service within the support organisation.
Oversee vendor relationships, contracts, and performance for hardware, software, and managed services to ensure value and service quality.
Partner with Facilities teams on all site additions, moves, and changes to ensure technology readiness and continuity.
Provide support to Executive Leadership in partnership with dedicated executive support resources, as needed.
Ensure successful onboarding and offboarding experiences for all employees by coordinating technology access, devices, and support.
Lead the enablement and adoption of new technologies, acting as a point of contact for training, readiness, and ongoing guidance for end users.
Partner closely with Infrastructure teams on site support incidents, including major incidents, and on change management activities to ensure proper validation and minimal disruption.
Provide end-to-end technology support for events such as town halls and Senior leadership employee panels, ensuring they run smoothly and successfully.
Implement ITIL-aligned processes for incident, problem, and change management to improve operational consistency and quality.
Lead root cause analysis for recurring issues and drive long-term remediation to improve stability and reliability.
Champion automation and standardisation to reduce manual effort, enhance efficiency, and lower operational risk.
Leverage AI tools where appropriate to enhance executive productivity, streamline workflows, and support more efficient decision-making.