IT Support Manager

Dotson; Fort Mill (SC); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Dotson is seeking a Manager, Site Support to lead the MPS regional field-support model across manufacturing, distribution, and corporate locations in the United States. The role reports to the Senior Manager, IT Operations & End User Experience and oversees regional Site Leaders, ensuring enterprise rollout readiness and local asset coordination while maintaining plant effectiveness.

The position requires guiding site leaders as business-facing technology partners and delivering centralized IT

Qualifications

• 7+ years IT support/service delivery experience
• 3+ years leading multi-site, regional, or field-support teams
• Demonstrated manufacturing/distribution/industrial environment experience preferred
• ITIL or comparable service-management certification preferred

Responsibilities

• Lead, coach, and hold accountable Regional IT Site Leaders with coverage expectations and common service practices.
• Build relationships with site General Managers and leadership; surface risks and technology needs.
• Own field execution for enterprise rollouts and ensure local readiness for ERP, infrastructure, and cybersecurity initiatives.
• Partner with Central Service Desk to ensure seamless incident handling across remote and onsite support.
• Standardize site documentation, inventory practices, and escalation expectations; drive health-check routines.
• Ensure field staff follow safety requirements and coordinate technology work to minimize disruption.

Skills

Multi-site leadership

Stakeholder management

Escalation ownership

Field service design

Project and rollout execution

Coaching and accountability

Operational communication

Continuous improvement

Education

Bachelor’s degree in IT/Business/Engineering

Job description

Job Summary

The Manager, Site Support leads MPS regional field-support model across manufacturing, distribution, and corporate locations. Reporting to the Senior Manager, IT Operations & End User Experience, the role is accountable for regional Site Leader performance, site stakeholder relationships, production-impacting escalation, enterprise rollout readiness, local asset/infrastructure coordination, and consistent execution of central IT standards. This role ensures centralization does not come at the expense of plant effectiveness and that every major site has a clear, accountable IT partner. Strong understanding of Network architecture, IT Operations. Experience leading a team of 5-10 and managing IT Projects.

Job Duties

Regional Site Support Leadership

• Lead, coach, and hold accountable the Regional IT Site Leaders; establish coverage expectations, operating rhythms, travel priorities, backup plans, and common service practices.
• Align regional assignments to site complexity, operational criticality, issue volume, geography, and business priorities rather than historical staffing patterns.
• Ensure Site Leaders operate as business-facing technology leaders and coordinators, not simply as local help-desk technicians.

Stakeholder & Plant Partnership

• Maintain strong relationships with General Managers and site leadership, acting as an escalation point when support, communication, or technology-change issues require management attention.
• Establish consistent site reviews that surface recurring problems, risks, local technology needs, readiness gaps, and satisfaction trends.

Site Readiness & Change Execution

• Own field execution for enterprise rollouts and ensure Site Leaders complete local readiness for ERP, infrastructure, workstation, cybersecurity, collaboration, and other technology initiatives.
• Coordinate field priorities with PMO, Infrastructure, Enterprise Applications, Security, and the Central Service Desk.

Service Desk & Workstation Lifecycle Partnership

• Partner with the Central Service Desk Supervisor so incidents, requests, escalations, and device work move seamlessly between remote and onsite support.
• Ensure Site Leaders execute local workstation refresh/lease deployment and collection activities accurately and on schedule.

Standards, Documentation & Continuous Improvement

• Standardized site documentation, local inventory practices, vendor coordination, smart-hands procedures, escalation expectations, and health-check routines.
• Use support trends and site feedback to reduce repeated issues, improve enterprise standards, and identify opportunities for automation or central resolution.

Safety & Operational Discipline

• Ensure field staff follow manufacturing-site safety requirements and coordinate technology work to minimize production, shipping, quality, or engineering disruption.

Experience and Education

• Bachelor’s degree in information technology, Business, Engineering, or related field preferred.
• Typically, 7+ years of IT support/service delivery experience with 3+ years leading multi-site, regional, or field-support teams.
• Demonstrated experience in manufacturing, distribution, industrial, or other operationally critical environments strongly preferred.
• Strong understanding of ITSM, site support, endpoint/workstation support, vendor coordination, project execution, and enterprise rollouts.
• ITIL or comparable service-management certification preferred; project-management training/certification a plus. Typically require a bachelor's degree or 2 to 5 years of experience in a manufacturing environment.

Competencies/Skills

• Multi-site leadership
• Stakeholder management
• Escalation ownership
• Field service design
• Project and rollout execution
• Coaching and accountability
• Operational communication
• Continuous improvement