Site Support Manager

Job Title: Site Support Manager, InfrastructureJob DescriptionThe Site Support Manager, Infrastructure leads the strategy, delivery, and operational excellence of site support services, including desktop support and hands-and-feet support for infrastructure towers such as network and cloud. This role combines strong technology leadership with a customer-focused mindset to provide employees with a secure, reliable, and high-performing technology environment. Reporting to the Senior Director of End User Services and UX, the position oversees desktop support teams, enhances the end-user experience, stabilises support operations, and drives the standardisation of processes and standard operating procedures to deliver consistent, high-quality support across all locations.ResponsibilitiesLead the desktop support function to provide timely, high-quality support for employees across all locations.Mentor, coach, and manage the day-to-day performance of the desktop support team, fostering a high-performing and customer-focused culture.Manage and support a diverse end-user environment across Windows, macOS, mobile devices (iOS and Android), and printers to ensure consistent performance, security, and user experience.Own end-user device asset and lifecycle management, including forecasting, refresh planning, and adherence to asset management standard operating procedures.Standardise and optimise endpoint management processes, including imaging, deployment, patching, and full lifecycle management.Drive the adoption of modern device management solutions such as Microsoft Intune, Autopilot, and mobile device/application management tools.Ensure adherence to service level agreements, key performance indicators, and service delivery frameworks that enhance the end-user experience.Foster a culture of accountability, continuous improvement, and customer-centric service within the support organisation.Oversee vendor relationships, contracts, and performance for hardware, software, and managed services to ensure value and service quality.Partner with Facilities teams on all site additions, moves, and changes to ensure technology readiness and continuity.Provide support to Executive Leadership in partnership with dedicated executive support resources, as needed.Ensure successful onboarding and offboarding experiences for all employees by coordinating technology access, devices, and support.Lead the enablement and adoption of new technologies, acting as a point of contact for training, readiness, and ongoing guidance for end users.Partner closely with Infrastructure teams on site support incidents, including major incidents, and on change management activities to ensure proper validation and minimal disruption.Provide end-to-end technology support for events such as town halls and Senior leadership employee panels, ensuring they run smoothly and successfully.Implement ITIL-aligned processes for incident, problem, and change management to improve operational consistency and quality.Lead root cause analysis for recurring issues and drive long-term remediation to improve stability and reliability.Champion automation and standardisation to reduce manual effort, enhance efficiency, and lower operational risk.Leverage AI tools where appropriate to enhance executive productivity, streamline workflows, and support more efficient decision-making.Essential Skills8–12+ years of progressive IT support experience, including a minimum of 3–5 years in a leadership or management role.Strong expertise in Windows and/or macOS environments, including configuration, troubleshooting, and support.Solid experience with Active Directory administration and related identity management activities.Proficiency with virtualisation technologies such as VMware and Hyper-V.Good understanding of networking fundamentals and their impact on end-user computing and site support.Experience working with cloud platforms such as Microsoft Azure, Amazon Web Services, or both.Demonstrated success in managing desktop support or end-user computing teams at scale within a global environment.Hands-on experience with endpoint management tools such as Microsoft Intune, JAMF, or similar solutions.Proven ability to lead cross-functional initiatives and collaborate effectively with both technical and non-technical stakeholders.Excellent customer service skills with a strong focus on delivering an outstanding end-user experience.Strong relationship management skills, with the ability to build trust and credibility across the organisation.Experience supporting virtual and hybrid events using collaboration platforms such as Zoom, Microsoft Teams, or similar technologies.Demonstrated leadership skills, including mentoring, coaching, and performance management of technical teams.Ability to troubleshoot complex technical issues across devices, operating systems, and infrastructure components.Strong support and troubleshooting skills with a focus on resolving incidents efficiently and effectively.Proficiency in vendor management, including overseeing contracts, service levels, and performance.Additional Skills & QualificationsBachelor’s degree in Information Technology, Computer Science, or a related field.ITIL certification or equivalent experience with IT service management frameworks.Background supporting distributed or multi-site organisations with varied technology needs.Project management experience, including planning, coordination, and delivery of technology initiatives.Ability to leverage AI tools to enhance executive productivity, streamline workflows, and enable more efficient decision-making.Strong management skills, including team leadership, prioritisation, and resource planning.Demonstrated commitment to extreme customer service, consistently going above and beyond to support end users.Experience working in environments that are investing in modern technology and infrastructure.Comfort with continuous improvement and change, including the standardisation of processes and procedures.Why Work Here?You will join a growing organisation that is actively investing in modern technology and infrastructure, providing the opportunity to shape and improve how people work every day. The culture values exceptional customer service, continuous improvement, and the intelligent use of AI and automation to enhance productivity. You will work in an environment that encourages leadership, innovation, and collaboration across teams, with the scope to influence global end-user experience and operational excellence.Work EnvironmentThe role is based in a professional, business-casual environment in a major office setting. You will work closely with on-site and remote teams, supporting a distributed workforce across multiple locations. The environment includes modern collaboration tools such as Zoom and Microsoft Teams, as well as a broad mix of technologies including Windows, macOS, mobile devices, virtualisation platforms, cloud services, and enterprise endpoint management solutions. The position involves hands-on site support, coordination with Facilities and Infrastructure teams, and regular interaction with Senior leadership. Dress code is business casual.Job Type & LocationThis is a Permanent position based out of New York, NY.Pay and BenefitsThe pay range for this position is $110000.00 - $140000.00/yr.In return, we provide an industry-competitive salary, along with a comprehensive benefits plan (medical, dental, vision) that includes a matching 401(k), Summer Fridays, generous PTO, merchandise discounts, excellent career development opportunities, and a work environment that reflects our industry leadership.Workplace TypeThis is a fully onsite position in New York,NY.Application DeadlineThis position is anticipated to close on Aug 17, 2026.About TEKsystemsWe're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.Job SummaryJob number: JP-006197753Profession: Helpdesk/Desktop