Act as on-site hands and eyes for Network and Infrastructure teams: verify physical connections and equipment status, trace or reseat approved cables, collect device indicators, assist with equipment swaps, and perform directed checks under the owning team’s guidance and change controls.
Coordinate local support for network outages and infrastructure incidents; provide accurate observations, updates, and follow-through without independently changing network configurations or infrastructure standards.
Oversee site-specific device lifecycle activities, including deployment, refresh, inventory accuracy, asset handling, and secure return or disposal in line with company requirements.
Use ServiceNow to maintain accurate tickets, meet applicable service-level agreements (SLAs), monitor response and resolution performance, and provide regular metrics that highlight trends, recurring issues, service concerns, and opportunities for improvement.
Coordinate with Global IT, Information Security, Facilities, vendors, and other support teams to resolve issues and prepare for site changes or business events.
Follow applicable security, privacy, change management, quality, and site access requirements; escalate potential compliance or operational risks promptly. Strive for excellence in day-to-day service delivery and continually improve how Site IT operates.
Communication and decision-making
Report directly to the Site IT Director and maintain regular, clear communication about site priorities, incidents, service trends, risks, and stakeholder concerns.
Keep the Site IT Director informed early when an issue could affect users, site operations, commitments, or the team’s ability to deliver support.
Discuss and obtain the appropriate approval before implementing material changes to service delivery, local processes, spending, or stakeholder commitments. Do not make unilateral decisions that fall outside delegated authority.
Make routine day-to-day decisions within agreed responsibilities and respond promptly to urgent incidents, following escalation and incident procedures; notify the Director as soon as practical.
Communicate professionally and consistently with end users, technical teams, vendors, and site leaders, including explaining ownership, next steps, and realistic timelines.
Essential qualifications and experience
Minimum of five years of experience in an IT managerial or leadership role, including responsibility for enterprise desktop or workplace IT support and day-to-day service delivery.
Hands-on ability to diagnose and resolve issues with standard Windows endpoints, peripherals, approved mobile devices, and common workplace applications.
Working understanding of basic networking concepts (such as connectivity, Wi-Fi, cabling, and IP addressing) and ability to carry out physical checks under direction from Network or Infrastructure teams.
Experience using ServiceNow for incident and request management, ticket documentation, reporting, escalation, and applicable change procedures.
Strong written and verbal communication, sound judgment, customer focus, and the ability to keep leadership informed and collaborate across teams.
Ability and willingness to work on site at all three assigned site locations, prioritize competing requests, and participate directly in support activities.
Bachelor’s degree in IT or a related field, or equivalent relevant professional experience.
Preferred qualifications
Experience supporting end users in a fast-paced, multi-site enterprise environment with diverse business needs and a strong focus on service quality and operational continuity.
Experience with Microsoft 365, Intune, Autopilot, endpoint management, and AI productivity tools such as Microsoft Copilot, ChatGPT, or Claude.
Basic scripting or automation skills, such as PowerShell or Python, used to improve repeatable support tasks.
Intermediate practical experience with AI-enabled productivity or IT support tools, including appropriate data handling and human review. Willingness to learn and incorporate approved AI tools into day-to-day Site IT operations as soon as practical.
Familiarity with ITIL practices, service metrics, vendor coordination, or multi-site support.
Working relationships and scope
Internal: Site IT Director; local Site IT and AskIT teams; Global Service Desk; Network and Infrastructure; Endpoint Engineering; Information Security; Facilities; site business partners.
External: Approved hardware, logistics, and IT service vendors.
Scope boundary: Site IT supports commodity workplace technology and provides directed physical assistance to specialist infrastructure teams. Ownership of network design/configuration and non-commodity or scientific equipment remains with the designated teams.
The annual base pay for this position ranges from $112,081.60 - $168,122.40 USD annually. Our positions offer eligibility for various incentives—an opportunity to receive short-term incentive bonuses, equity-based awards for salaried roles and commissions for sales roles. Benefits offered include qualified retirement programs, paid time off (i.e., vacation, holiday, and leaves), as well as health, dental, and vision coverage in accordance with the terms of the applicable plans.
Closing Date 11-nov-2026 Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.
