Manager, Site Support

Overview At this time, Foot Locker will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization. The Manager of Corporate Site Support is responsible for overseeing IT operations across all corporate offices globally and managing the Global Service Desk (Managed Services). This role ensures seamless end‑user experience, drives operational excellence, and provides executive‑level support. The position requires strong leadership, strategic thinking, and hands‑on technical expertise to manage site‑specific technologies and global support processes. Responsibilities Leadership & Strategy Partner with Leadership and Product teams to develop and implement strategies to improve IT support and enhance employee experience at corporate sites globally. Foster a culture of collaboration and continuous improvement across site support and service desk teams. Lead process maturation initiatives, including incident and problem management best practices. Operational Management Oversee day‑to‑day IT operations at corporate sites, ensuring timely resolution of incidents and requests. Identify trends and implement proactive measures to reduce recurring issues ("shift‑left" approach). Own the relationship and performance of the Managed Services provider for the Global Service Desk. Define SLAs, KPIs, and governance processes to ensure high‑quality service delivery. Drive continuous improvement and automation initiatives for first‑contact resolution and self‑service capabilities. Oversee escalation processes between Service Desk and Level 2/3 resolver teams. Manage local and vendor inventory for IT hardware, peripherals, and site‑specific technologies. Maintain compliance with IT security and regulatory standards. Oversee vendor relationships for managed services such as printing and hardware support. Drive self‑service culture and automation opportunities across end‑user support. Lead audits, quality improvement plans, and service enhancement initiatives. Assess technical skill gaps and arrange training sessions for technicians and analysts. Coach and mentor team members to build a high‑performing support organization. Executive & VIP Support Deliver white‑glove support for C‑suite and senior leadership, both on‑site and remotely. Ensure high availability and reliability of collaboration tools (e.g., Microsoft Teams Rooms). Travel & Availability Requirements Travel: Up to 10% annually, including visits to national corporate offices (New York, St. Pete, Camp Hill PA, Wausau, Dallas) and international offices (Utrecht NL, India) for audits, executive support, and project rollouts. Availability: Must be able to provide extended‑hour coverage during critical events, executive meetings, and global incidents. Occasional weekend or after‑hours support may be required for major upgrades or outages. Qualifications Bachelor’s degree in IT is preferred, Computer Science, or related field. 3+ years of experience in IT operations or end‑user services, with at least 1 year in a leadership role. Proven track record in managing global site support and service desk operations. Strong knowledge of ITIL processes, Product process, hardware/software lifecycle, and collaboration technologies. Strong knowledge of Microsoft environment as well as Apple iOS. Excellent communication, organizational, and leadership skills. Preferred Skills Experience with ServiceNow, JIRA, and enterprise collaboration platforms. Certifications: ITIL Foundation, CompTIA A+, or equivalent. Familiarity with cybersecurity best practices and compliance standards. Benefits The annual base salary range is $110,000 - $160,000. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive short term incentives that align with individual and company performance. Salary will be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the below. Employee Discount Paid Time Off Medical | Dental | Vision Coverage 401(k) | Roth 401(k) Stock Purchase Plan Life Insurance Flexible Spending Account Opportunities for Advancement Tuition Reimbursement for Qualified Courses Strong Company Culture Employee Resource Groups #J-18808-Ljbffr Foot Locker, Inc.