IT Support Manager

Dotson Iron Castings; Fort Mill (SC); On-site; USD 90,000 - 130,000; Full time

Job summary

Dotson Iron Castings in Fort Mill, SC seeks a Manager, Site Support to lead regional IT site-support across manufacturing, distribution, and corporate locations. Reporting to the Senior Manager, IT Operations & End User Experience, you will drive enterprise rollout readiness and local IT partnerships to sustain plant effectiveness.

You will lead 5–10 site leaders, coordinate with PMO, Infrastructure, Security, and the Central Service Desk to ensure standardized, safe IT operations at multiple

Qualifications

• 7+ years IT support/service delivery experience with 3+ years leading multi-site, regional, or field-support teams.
• Demonstrated experience in manufacturing, distribution, industrial, or other operational environments.
• ITIL or comparable service-management certification preferred; project-management training/certification a plus.

Responsibilities

• 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.
• Own field execution for enterprise rollouts and ensure Site Leaders complete local readiness for ERP, infrastructure, workstation, cybersecurity, collaboration, and other technology initiatives.
• Partner with the Central Service Desk and ensure incidents, requests, and escalations move seamlessly between remote and onsite support.
• Standardize site documentation, local inventory practices, vendor coordination, escalation expectations, and health-check routines.
• Ensure field staff follow manufacturing-site 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 information technology, business, engineering, or related field

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