IT Site Support Manager

fairlife LLC is a Chicago-based nutrition company that creates great-tasting nutrition-rich and dairy products to nourish consumers.

With over $3B in annual retail sales fairlifes portfolio of delicious lactose-free real dairy products includes: fairlife ultra-filtered milk; Core Power High Protein Shakes a sports nutrition drink to support post-workout recovery; fairlife nutrition plan a nutrition shake to support the journey to better health.

A wholly owned subsidiary of The Coca-Cola company fairlife LLC has been recognized by both Fast Company and Nielsen for its industry leading innovation.

To learn more about fairlife and its complete line of products please visit .

job purpose:

The Manager Site IT Support leads the people process and service quality of on-site IT support across fairlife locations. This role is accountable for first and second level support delivery: end-user devices local infrastructure conference rooms printers and on-site incident response. The manager builds a high-performing team sets service standards partners with Facilities and business leaders at each site and ensures local IT work is aligned with enterprise platforms security policy and change control.

This is a people-leadership role first. Technical credibility is required.

responsibilities:

Leadership & Supervision

• 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.

Service Delivery and Operations

• Own site support SLAs/SLOs: response resolution first-contact quality and user satisfaction.

• Oversee queue health (incidents requests problems) and escalate 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.

Stakeholder Partnership

• 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.

Governance Risk and Continuous Improvement

• 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.

Operational Duties

• Participate in lifecycle management of our monitoring alerting and performance optimization platforms.

• Partner with the larger IT organization on change management maintenance windows and disaster recovery planning

• 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/qualifications required:

Required:

• 5 years in IT support or operations including 2 years leading people (team lead or manager).

• Bachelors degree in Computer Science Information Technology Engineering or related field (or equivalent experience)

• 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
  

Preferred:

• 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.

• Influence without drama aligns central IT and local business needs.

• Integrity will not bypass security or change control to look fast.

At fairlife we believe in better and that includes how we support our people. We offer a comprehensive suite of benefits and wellbeing resources designed to support you physically emotionally socially and financially both in and out of work.

• Comprehensive medical dental and vision coverage effective day one!

• Supplemental health plans (hospital indemnity accident and critical illness insurance)

• Paid Time Off to recharge and support work-life balance

• Paid parental leave & adoption assistance (up to $10000)

• Parental support & family care benefits including childcare resources and lactation support

• 401(k) to support retirement planning with up to 9% in employer match

• Wellness reimbursement (up to $500 for qualified wellbeing expenses)

• Employee Assistance Program (EAP) for emotional wellbeing and work-life support

• Company-paid life insurance and short-term disability

• Employer HSA funding (for HDHP participants)

• Tuition reimbursement (up to $10000) and student loan repayment ($200/month)

• Learning & development programs to unlock your full potential

• Rewards & recognition matching gifts free product and Business Resource Groups

fairlifes nour!sh program is designed to meet you where you are supporting your individual wellbeing journey while enabling you to do your best work every day.

position location: Chicago IL or Coopersville MI

reports to: Director IT Infrastructures & Services

travel requirements: 35%

exempt/nonexempt: exempt

fairlife LLC is an equal opportunity employer. We do not discriminate on the basis ofrace color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. All qualified applicants and employees will be given equal opportunity. Selection decisions are based on job-related factors.

In addition to its nondiscrimination commitment the Company will also provide reasonable accommodation of qualified individuals with known disabilities unless doing so would impose an undue hardship on the Company. If you have a disability and would like to request accommodation in order to apply for a position with us please email.

For Recruitment Agencies

At fairlife we manage the majority of our hiring internally through our dedicated Talent Acquisition team which is actively engaged in direct candidate sourcing. Most of our roles are filled through applications submitted via our careers site or through direct outreach by our team.