{"id":1488417,"url":"https://alion.io/job/fairlife-it-site-support-manager","title":"IT Site Support Manager","company":{"id":672973,"name":"fairlife","domain":"fairlife.com","url":"https://alion.io/company/fairlife","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":77,"open_postings":11,"ghost_share":0,"stale_share":0.909,"repost_share":0,"time_to_fill_p50_days":39,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":69000,"max_usd":161000,"period":"year","method":"role_country_seniority_unknown","sample_n":10060},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Supervision","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-29T15:48:13Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-12T20:56:52Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"fairlife, LLC is a Chicago-based nutrition company that creates great-tasting, nutrition-rich and dairy products to nourish consumers.\nWith 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.\nA wholly owned subsidiary of The Coca-Cola company, fairlife, LLC has been recognized by both Fast Company and Nielsen for its industry leading innovation.\nTo learn more about fairlife and its complete line of products, please visit fairlife.com.\njob purpose: \nThe 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. \nThis is a people-leadership role first. Technical credibility is required. \nresponsibilities: \nLeadership & Supervision \nHire, onboard, coach, and retain Site IT Support staff; set clear goals and hold the team to them. \nBuild coverage models (shifts, on-call, multi-site travel) so sites are supported and for critical events. \nRun regular 1:1s, performance reviews, and skill development plans; address performance issues promptly. \nCreate a culture of ownership, courtesy to users, and documentation rather than heroics. \nService Delivery and Operations \nOwn site support SLAs/SLOs: response, resolution, first-contact quality, and user satisfaction. \nOversee queue health (incidents, requests, problems) and escalate chronic issues into problem management. \nStandardize support procedures: pc maintenance, moves/adds/changes, conference-room support, printer and local network issues. \nEnsure on-site work follows enterprise change, access, and security standards; no shadow IT or unsanctioned local workarounds. \nPlan and execute site projects not exclusive to: office openings/closures, floor moves, hardware refreshes, and event support. \nStakeholder Partnership \nBe the named IT leader for site general managers, office managers, and Facilities. \nTranslate business needs (new floor, new lab, VIP visit) into a support plan with clear owners and dates. \nPartner with Service Desk, Infrastructure, Security, and Endpoint Engineering so local work and central platforms stay aligned. \nCommunicate outages, planned work, and service changes in plain language to site leadership. \nGovernance, Risk, and Continuous Improvement \nTrack and report volume, backlog, SLA attainment, CSAT, and recurring incident themes. \nMaintain asset accuracy for site-owned devices and local infrastructure; close gaps with Asset/CMDB owners. \nDrive root-cause reviews after major site incidents; implement lasting fixes, not just ticket closure. \nControl local vendor relationships (break/fix, cabling, AV) within approved contracts and spend limits. \nParticipate in business continuity and site emergency plans for IT-dependent operations. \nOperational Duties \nParticipate in lifecycle management of our monitoring, alerting, and performance optimization platforms. \nPartner with the larger IT organization on change management, maintenance windows, and disaster recovery planning \nDevelop and maintain documentation, diagrams, and standard operating procedures for their area of responsibility \nAssist with the management of vendor relationships and service contracts (Lenovo, CDW, etc.) \nSupport budgeting, procurement, and asset management for infrastructure \nskills/qualifications required: \nRequired: \n5+ years in IT support or operations, including 2+ years leading people (team lead or manager). \nBachelor’s degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience) \nProven experience with on-site or multi-site end-user support, not only a remote service desk. \nWorking knowledge of Windows fleets, identity (SSO/MFA), endpoint management (Intune, collaboration tools, printing, and conference-room AV. \nFamiliarity with ITSM practices (incident, request, problem, change) and a ticketing platform (ServiceNow, Jira Service Management, or similar). \nStrong written and verbal communication with non-technical site leaders. \nAbility to travel between sites as required and respond to critical on-site events. \nStrong leadership and interpersonal skills \n\nPreferred: \nExperience standing up support for a new site or absorbing an acquired location. \nITIL Foundation or equivalent operations framework. \nExperience in a regulated or high-security environment. \nPeople development - coachestechnicians into consistent professionals. \nOperational discipline - prefers process and measurement over firefighting. \nCustomer judgment - knows when a VIP or site-critical issue needs a manager on the floor. \nInfluence without drama - aligns central IT and local business needs. \nIntegrity - will not bypass security or change control to look fast. \nAt fairlife, we believe in better - and that includes how we support our people. We offer a comprehensive suite of benefits and wellbeing resources designed to support you physically, emotionally, socially, and financially, both in and out of work. \nComprehensive medical, dental, and vision coverage, effective day one! \nSupplemental health plans (hospital indemnity, accident, and critical illness insurance) \nPaid Time Off to recharge and support work-life balance \nPaid parental leave & adoption assistance (up to $10,000) \nParental support & family care benefits, including childcare resources and lactation support \n401(k) to support retirement planning with up to 9% in employer match \nWellness reimbursement (up to $500 for qualified wellbeing expenses) \nEmployee Assistance Program (EAP) for emotional wellbeing and work-life support \nCompany-paid life insurance and short-term disability \nEmployer HSA funding (for HDHP participants) \nTuition reimbursement (up to $10,000) and student loan repayment ($200/month) \nLearning & development programs to unlock your full potential \nRewards & recognition, matching gifts, free product, and Business Resource Groups \nfairlife’s nour!sh program is designed to meet you where you are - supporting your individual wellbeing journey while enabling you to do your best work every day. \nposition location: Chicago, ILor Coopersville, MI\nreports to: Director, IT Infrastructures & Services \ntravel requirements: 35% \nexempt/nonexempt: exempt \n*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.\nBase pay range:\n$90,000—$120,000 USD\nfairlife, 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.\nIn 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 .\n\nFor Recruitment Agencies\nAt 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.\nAs 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.\nUnsolicited resumes or submissions from external agencies not authorized by our Talent Acquisition team will be considered direct candidate applications. 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