Global IT Site Support Lead

Pens.com; Nashville (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

National Pen in Shelbyville, Tennessee, is seeking a Global Site Support Manager to lead Site Services teams, ensure reliable IT service delivery, and align with business priorities across our global environment. You will coach staff, manage incidents, coordinate communications with stakeholders, and oversee on-premises and cloud infrastructure.

The role demands strong leadership, ITIL familiarity, and ability to work across functions in a fast-growth setting.

Qualifications

• 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 with non-technical stakeholders.
• Ability to leverage AI-enabled tools to enhance productivity and automate support workflows.
• Willingness to participate in after-hours on-call rotations.
• Experience coordinating major incident responses and stakeholder communications.
• Experience managing vendor relationships to support service quality and continuity.
• Familiarity with ITIL foundational guidelines.

Responsibilities

• Coach team members and manage team performance.
• Deliver operational commitments, projects, and tasks to meet business needs.
• Handle Site Services and broader IT team escalations as required.
• Manage on-premises hardware inventories and lifecycle.
• Report on team activities, successes, challenges, and bottlenecks.
• Coordinate communications between IT and employees regarding projects and incidents.
• Oversee planning, deployment, and management of on-premises and cloud infrastructure.

Skills

Team leadership

Customer service

Communication

Incident management

AI-enabled tools usage

Vendor management

On-call readiness

Travel willingness

Tools

Google Workspace

Microsoft 365 admin centers

Entra ID

Intune

Exchange Admin Center

Teams Admin Center

TCP/IP/DNS/DHCP/VPN basics

Job description

National Pen in Shelbyville, Tennessee, is seeking a Global Site Support Manager to lead Site Services teams, ensure reliable IT service delivery, and align with business priorities across our global environment. You will coach staff, manage incidents, coordinate communications with stakeholders, and oversee on-premises and cloud infrastructure.

The role demands strong leadership, ITIL familiarity, and ability to work across functions in a fast-growth setting.