IT Site Support Manager

The posting, as fairlife wrote it

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, fairlife’s 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 fairlife.com .

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 them

[…]
rk every day.

position location: Chicago, IL or Coopersville, MI

reports to : Director, IT Infrastructures & Services

travel requirements: 35%

exempt/nonexempt: exempt
*Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Base pay range

$90,000 — $120,000 USD

fairlife, LLC is an equal opportunity employer. We do not discriminate on the basis of race, 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 careers@fairlife.com .

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.

As our recruitment is primarily handled in-house, we work only occasionally with external agencies, and only those on our existing, pre-approved vendor list. At this time, we are not reviewing or expanding that list.

Unsolicited resumes or submissions from external agencies not authorized by our Talent Acquisition team will be considered direct candidate applications. As such, fairlife will not assume responsibility for any placement fees associated with these submissions.