The Site Support Manager, Infrastructure leads the strategy, delivery, and operational excellence of site support services, including desktop support and hands-and-feet support for infrastructure towers such as network and cloud. This role combines strong technology leadership with a customer-focused mindset to provide employees with a secure, reliable, and high-performing technology environment. Reporting to the Senior Director of End User Services and UX, the position oversees desktop support teams, enhances the end-user experience, stabilises support operations, and drives the standardisation of processes and standard operating procedures to deliver consistent, high-quality support across all locations.

• Lead the desktop support function to provide timely, high-quality support for employees across all locations.
• Mentor, coach, and manage the day-to-day performance of the desktop support team, fostering a high-performing and customer-focused culture.
• Manage and support a diverse end-user environment across Windows, macOS, mobile devices (iOS and Android), and printers to ensure consistent performance, security, and user experience.
• Own end-user device asset and lifecycle management, including forecasting, refresh planning, and adherence to asset management standard operating procedures.
• Standardise and optimise endpoint management processes, including imaging, deployment, patching, and full lifecycle management.
• Drive the adoption of modern device management solutions such as Microsoft Intune, Autopilot, and mobile device/application management tools.
• Ensure adherence to service level agreements, key performance indicators, and service delivery frameworks that enhance the end-user experience.
• Foster a culture of accountability, continuous improvement, and customer-centric service within the support organisation.
• Oversee vendor relationships, contracts, and performance for hardware, software, and managed services to ensure value and service quality.
• Partner with Facilities teams on all site additions, moves, and changes to ensure technology readiness and continuity.
• Provide support to Executive Leadership in partnership with dedicated executive support resources, as needed.
• Ensure successful onboarding and offboarding experiences for all employees by coordinating technology access, devices, and support.
• Lead the enablement and adoption of new technologies, acting as a point of contact for training, readiness, and ongoing guidance for end users.
• Partner closely with Infrastructure teams on site support incidents, including major incidents, and on change management activities to ensure proper validation and minimal disruption.
• Provide end-to-end technology support for events such as town halls and Senior leadership employee panels, ensuring they run smoothly and successfully.
• Implement ITIL-aligned processes for incident, problem, and change management to improve operational consistency and quality.
• Lead root cause analysis for recurring issues and drive long-term remediation to improve stability and reliability.
• Champion automation and standardisation to reduce manual effort, enhance efficiency, and lower operational risk.
• Leverage AI tools where appropriate to enhance executive productivity, streamline workflows, and support more efficient decision-making.

• 8–12+ years of progressive IT support experience, including a minimum of 3–5 years in a leadership or management role.
• Strong expertise in Windows and/or macOS environments, including configuration, troubleshooting, and support.
• Solid experience with Active Directory administration and related identity management activities.
• Proficiency with virtualisation technologies such as VMware and Hyper-V.
• Good understanding of networking fundamentals and their impact on end-user computing and site support.
• Experience working with cloud platforms such as Microsoft Azure, Amazon Web Services, or both.
• Demonstrated success in managing desktop support or end-user computing teams at scale within a global environment.
• Hands-on experience with endpoint management tools such as Microsoft Intune, JAMF, or similar solutions.
• Proven ability to lead cross-functional initiatives and collaborate effectively with both technical and non-technical stakeholders.
• Excellent customer service skills with a strong focus on delivering an outstanding end-user experience.
• Strong relationship management skills, with the ability to build trust and credibility across the organisation.
• Experience supporting virtual a