Site Support Manager

Description

The Manager, Infrastructure is responsible for leading the strategy, delivery, and operational excellence of the organization’s site support services, including desktop support and “hands-and-feet” support for infrastructure towers such as network and cloud. This role combines technology leadership with a strong customer service mindset to ensure employees have a secure, reliable, and high-performing technology environment.

Reporting to the Senior Director of End User Services and UX, this role oversees desktop support teams with a focus on enhancing the end-user experience, stabilizing support operations, and driving the standardization of processes and SOPs. The goal is to deliver consistent, high-quality support and an outstanding user experience across all locations.

Key Responsibilities

Desktop Support & End User Computing

• Lead the desktop support function, ensuring timely, high-quality, support for employees across all locations.

• Mentor, coach, and manage the day-to-day performance of the desktop support team.

• Manage and support a diverse end-user environment across Windows, macOS, mobile devices (iOS/Android), and printers, ensuring consistent performance, security, and user experience.

• Own end-user device asset and lifecycle management, including forecasting, refresh planning, and adherence to asset management SOPs.

• Standardize and optimize endpoint management, including imaging, deployment, patching, and lifecycle processes.

• Drive adoption of modern device management solutions (e.g., Intune, Autopilot, MDM/MAM).

• Ensure adherence to SLAs, KPIs, and service delivery frameworks that enhance the end-user experience.

• Foster a culture of accountability, continuous improvement, and customer-centric service.

• Oversee vendor relationships, contracts, and performance for hardware, software, and managed services.

• Partner with Facilities on all site adds, moves, and changes.

• Provide support to Executive Leadership in partnership with the dedicated ELT support resource, as needed.

• Ensure successful onboarding and offboarding experiences for all employees.

• Lead the enablement and adoption of new technologies, serving as a point of contact for training, readiness, and ongoing guidance.

• Partner closely with Infrastructure teams on site support incidents (including major incidents) and change management activities to ensure proper validation.

• Provide end-to-end support for events such as town halls, Senior leadership employee panels, ensuring they run smoothly and successfully.

Operational Excellence

• Implement ITIL aligned processes for incident, problem, and change management.

• Lead root cause analysis and drive long term remediation for recurring issues.

• Champion automation and standardization to reduce manual effort and operational risk.

Qualifications

Required

• 8–12+ years of progressive IT Support, including a minimum of 3–5 years in a leadership or management role.

• Strong expertise in Windows and/or macOS environments, Active Directory, virtualization (VMware/Hyper V), networking fundamentals, and cloud platforms (Azure, AWS, or both).

• Demonstrated success managing desktop support or end user computing teams at scale in a global environment.

• Experience with endpoint management tools such as Microsoft Intune, JAMF, or similar tools

• Proven ability to lead cross functional initiatives and communicate effectively with technical and non technical stakeholders.

• Excellent customer service and relationship management skills.

• Experience supporting virtual and hybrid events using collaboration platforms such as Zoom, Microsoft Teams, and similar technologies.

Preferred

• Bachelor’s degree in information technology, Computer Science, or related field.

• ITIL certification or equivalent experience with IT service management frameworks.

• Background supporting distributed or multi site organizations.

• Project management experience.

• Ability to leverage AI tools to enhance executive productivity, streamline workflows, and enable more efficient decision-making

Skills

Support, Troubleshooting, Customer service, Management skills, Vendor management

Top Skills Details

Support,Troubleshooting,Customer service,Management skills,Vendor management

Additional Skills & Qualifications

Extreme customer service

AI

Leadership

Experience Level

Expert Level

This is a Permanent position based out of New York, NY.

The 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.

This is a fully onsite position in New York,NY.

This position is anticipated to close on Aug 10, 2026.

About TEKsystems

We'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.