Site IT Support Manager | Multi-Site Leader

Fairlife; Chicago (IL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid Time Off

Parental leave

401(k) with match

Wellness reimbursements

Employee Assistance Program

HSA

Tuition reimbursement

Life insurance

Job summary

fairlife, LLC in Chicago, IL seeks a Manager, Site IT Support to lead on-site IT services across campuses. You will manage end-user devices, local infrastructure, conference rooms, printers, and on-site incident response, while aligning with enterprise security and change control.

This is a people-first leadership role with technical credibility; you’ll build a high-performing team, set SLAs, partner with Facilities, and drive site projects and vendor relationships.

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.
• Proven 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
• Experience standing up support for a new site or absorbing an acquired location.
• ITIL Foundation or equivalent operations framework.
• Experience in a regulated or high-security environment.
• People development — coaches technicians into consistent professionals.
• Operational discipline — prefers process and measurement over firefighting.
• Customer judgment — knows when a VIP or site-critical issue needs a manager on the floor.
• Integrity — will not bypass security or change control to look fast.

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.
• Be the named IT leader for site general managers, office managers, and Facilities.
• Translate business needs (new floor, new lab, VIP visit) into a support plan with clear owners and dates.
• Partner with Service Desk, Infrastructure, Security, and Endpoint Engineering so local work and central platforms stay aligned.
• Communicate outages, planned work, and service changes in plain language to site leadership.
• Track and report volume, backlog, SLA attainment, CSAT, and recurring incident themes.
• Maintain asset accuracy for site-owned devices and local infrastructure; close gaps with Asset/CMDB owners.
• Drive root-cause reviews after major site incidents; implement lasting fixes, not just ticket closure.
• Control local vendor relationships (break/fix, cabling, AV) within approved contracts and spend limits.
• Participate in business continuity and site emergency plans for IT-dependent operations.
• Develop and maintain documentation, diagrams, and standard operating procedures for their area of responsibility
• Assist with the management of vendor relationships and service contracts (Lenovo, CDW, etc.)
• Support budgeting, procurement, and asset management for infrastructure

Skills

IT support

People leadership

Bachelor's degree

On-site support

ITSM

Education

Bachelor’s degree in CS/IT/Engineering

Tools

ServiceNow

Jira Service Management

Job description

fairlife, LLC in Chicago, IL seeks a Manager, Site IT Support to lead on-site IT services across campuses. You will manage end-user devices, local infrastructure, conference rooms, printers, and on-site incident response, while aligning with enterprise security and change control.

This is a people-first leadership role with technical credibility; you’ll build a high-performing team, set SLAs, partner with Facilities, and drive site projects and vendor relationships.