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Manager, Site Support #2358
Job
Pivotal Talent Search
New York, NY (In Person)
Full-Time
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Job Description
Overview At this time, sponsorship or immigration-related employment support is not available for this position. The Manager, Corporate Site Support is responsible for leading IT operations across global corporate office locations while overseeing managed service support for the global service desk. This role drives operational excellence, enhances the end-user experience, and ensures reliable technology support across office environments. The ideal candidate brings strong leadership, strategic thinking, and hands-on technical expertise, with the ability to support both enterprise operations and executive-level technology needs. Responsibilities Leadership & Strategy Partner with IT leadership, business stakeholders, and product teams to develop and execute support strategies that enhance the employee experience across corporate sites Foster a culture of collaboration, accountability, and continuous improvement across site support and service desk teams Lead process improvement initiatives across incident management, problem management, and service delivery Operational Management Oversee day-to-day IT operations across corporate sites, ensuring timely resolution of incidents and service requests Identify trends and implement proactive solutions to reduce recurring issues and improve first-contact resolution Own vendor and managed service relationships supporting the global service desk Define and monitor SLAs, KPIs, and governance processes to ensure consistent service delivery Oversee escalation processes between service desk and technical support teams Manage hardware, peripherals, and site technology inventory across office locations Ensure compliance with IT security, governance, and regulatory standards Drive automation, self-service adoption, and service optimization initiatives Lead audits, service reviews, and quality improvement plans Identify technical skill gaps and support training and development initiatives for support teams Coach and develop technicians, analysts, and support staff Executive & VIP Support Provide high-touch support for executive leadership both onsite and remotely Ensure high availability and reliability of collaboration technologies, conference room systems, and executive support tools Travel & Availability Travel up to 10% annually across domestic and international office locations as needed for audits, executive support, and project rollouts Provide extended-hour support during critical incidents, executive meetings, system upgrades, or business-critical events as needed Qualifications Required Bachelor's degree in Information Technology, Computer Science, or related field preferred 3+ years of experience in IT operations, end-user support, or enterprise technology services 1+ year of leadership experience managing technical teams, vendors, or service operations Experience managing corporate site support and service desk operations within a global or multi-site environment Strong knowledge of IT service management, hardware/software lifecycle management, and collaboration technologies Experience supporting both Microsoft Windows and Apple iOS environments Strong communication, leadership, and organizational skills Preferred Experience with ServiceNow, Jira, or similar enterprise platforms Certifications such as ITIL Foundation, CompTIA A+, or equivalent Familiarity with cybersecurity best practices and compliance standards