IT Site Support Supervisor

You’ve discovered something special. A company that cares. Cares about leading the way in construction, engineering, manufacturing and renewable energy. Cares about redefining how energy is designed, applied and consumed. Cares about thoughtfully growing to meet market demands. And ─ as “one of the Healthiest 100 Workplaces in America” ─ is focused on the mind/body/soul of team members through our Culture of Care.

The IT Site Support Supervisor leads a distributed team of IT Site Support Specialists located across the United States. Reporting directly to the Service Desk Manager, this role is responsible for ensuring consistent, high-quality technical support and service delivery to manufacturing facilities, job sites, and corporate locations. The supervisor will balance people management, operational oversight, and process improvement to provide reliable, scalable IT support that minimizes downtime, maximizes production efficiency, and aligns with business goals.

This role combines hands-on technical knowledge with proven leadership skills to drive team performance, standardize site support practices, and ensure a seamless end-user experience. The ideal candidate will have proven ability to lead, coach, and motivate a distributed technical team with clear professional communication skills. Will also have excellent problem-solving and decision-making skills under pressure and the ability to partner effectively with both IT leadership and site/business leadership.

MINIMUM REQUIREMENTS Education: Associate or Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent experience. Experience: 5+ years of IT support experience, including at least 2 years in a leadership or supervisory role desired. Strong technical proficiency in IT systems, infrastructure, and end-user support. Manufacturing systems like ERP, MES, TAKT, PLM, time keeping, etc.

Travel: 0-40% Work Schedule: Typical work hours are between 7:00 a.m. and 5:00 p.m. Monday – Friday. However, work may be performed at any time on any day of the week to meet business needs.

KEY RESPONSIBILITIES Leadership & People Management

• Supervises a team of Site Support Specialists, providing coaching, mentoring, and career development.
• Conducts performance reviews, set clear objectives, and ensure accountability for results.
• Develops staffing schedules and workload assignments to ensure coverage across sites.
• Fosters a culture of collaboration, knowledge sharing, and continuous improvement.

Operational Oversight

• Ensures consistent application of IT processes, procedures, and standards across all supported sites.
• Experience with Manufacturing systems like ERP, MES, TAKT, PLM, time keeping, etc.
• Establishes and monitor team KPIs and SLAs, proactively addressing performance gaps and operational risks.
• Serves as the primary escalation point for complex or high-impact support issues.
• Oversees and partners with the deployment, configuration, and maintenance of site-level IT infrastructure (end-user devices, servers, printers, networking, and specialized hardware).

Collaboration & Communication

• Acts as the central liaison between Site Support teams, the IT Service Desk, Business Partner, and business/site leadership.
• Translates business needs into actionable IT support initiatives.
• Partners with cross-functional IT teams to align site support with enterprise initiatives, including ServiceNow, M365, and security standards.

Continuous Improvement

• Identifies opportunities for process optimization, automation, and proactive issue prevention.
• Standardizes knowledge articles, SOPs, and site support playbooks across the team.
• Implements and track improvement initiatives, reporting outcomes to IT leadership.

Documentation, Reporting & Compliance

• Maintains accurate records of IT assets, support activities, and system configurations in ServiceNow.
• Builds dashboards and reports that provide visibility into site health, ticket trends, and team performance.
• Ensures compliance with company policies, industry standards, and regulatory requirements.
• Performs other related duties as required and assigned.

The job description and responsibilities described are intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

How Does FTI Give YOU the Chance to Thrive?

If you’re energized by new challenges, FTI provides you with many opportunities. Joining FTI opens doors to redefine what’s possible for your future.

Once you’re a team member, you’re supported and provided with the knowledge and resources to achieve your career goals with FTI. You’re officially in the driver’s seat of your career, and FTI’s career development and continued education programs give you opportunities to position yourself for success.

FTI is a “merit to the core” organization. We recognize and reward top performers, offering competitive, merit-based compensation, career path development and a flexible and robust benefits package.

Benefits are the Game-Changer

We provide industry-leading benefits as an investment in the lives of team members and their families. You’re invited to review the full list of FTI benefits available to regular/full-time team members. Start here. Grow here. Succeed here. If you’re ready to learn more about your career with FTI, apply today!

Faith Technologies, Inc. is an Equal Opportunity Employer – veterans/disabled. Employment is contingent upon successfully passing a background and drug test