Site IT Support Manager — Lead, SLA & On‑Site IT

fairlife LLC; Coopersville (MI); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage (

Supplemental health plans

Paid Time Off

Parental leave & adoption assistance

401(k) with employer match

Wellness reimbursement

Employee Assistance Program

Job summary

fairlife, LLC, a Chicago-based nutrition company, seeks a Manager, Site IT Support to lead on-site IT teams across multiple locations including Chicago, IL and Coopersville, MI. You will own end-user support delivery, local infrastructure, and site projects while aligning with global platforms and security.

This is a people-leadership role with technical credibility. You’ll hire and coach staff, manage SLAs, collaborate with Facilities, and drive continuous improvement across sites.

Qualifications

• 5+ years in IT support or operations, including 2+ years leading people.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field (or equivalent).
• Experience with on-site or multi-site end-user support, not only a remote service desk.
• Working knowledge of Windows fleets, identity (SSO/MFA), endpoint management (Intune, collaboration tools, printing, and conference-room AV).
• Familiarity with ITSM practices (incident, request, problem, change) and a ticketing platform (ServiceNow, Jira Service Management, or similar).
• Strong written and verbal communication with non-technical site leaders.
• Ability to travel between sites as required and respond to critical on-site events.
• Strong leadership and interpersonal skills

Responsibilities

• Hire, onboard, coach, and retain Site IT Support staff; set clear goals and hold the team to them.
• Build coverage models (shifts, on-call, multi-site travel) so sites are supported and for critical events.
• Run regular 1:1s, performance reviews, and skill development plans; address performance issues promptly.
• Create a culture of ownership, courtesy to users, and documentation rather than heroics.
• Own site support SLAs/SLOs: response, resolution, first-contact quality, and user satisfaction.
• Oversee queue health (incidents, requests, problems) and elevate chronic issues into problem management.
• Standardize support procedures: pc maintenance, moves/adds/changes, conference-room support, printer and local network issues.
• Ensure on-site work follows enterprise change, access, and security standards; no shadow IT or unsanctioned local workarounds.
• Plan and execute site projects not exclusive to: office openings/closures, floor moves, hardware refreshes, and event support.

Skills

Team leadership

End-user support

Communication

Travel readiness

Education

Bachelor's degree in CS/IT/Engineering or related field

Tools

ServiceNow

Jira Service Management

Intune

Job description

fairlife, LLC, a Chicago-based nutrition company, seeks a Manager, Site IT Support to lead on-site IT teams across multiple locations including Chicago, IL and Coopersville, MI. You will own end-user support delivery, local infrastructure, and site projects while aligning with global platforms and security.

This is a people-leadership role with technical credibility. You’ll hire and coach staff, manage SLAs, collaborate with Facilities, and drive continuous improvement across sites.