Role Purpose

The Site Manager is responsible for leading and managing End User Support services across an assigned campus and associated satellite sites. The role is accountable for delivering a high-quality user experience through effective people leadership, operational excellence, stakeholder engagement, vendor management, service governance, and continual service improvement. The Site Manager acts as the primary technology representative for the site, ensuring that IT services support business objectives, adhere to governance requirements, and continuously evolve to meet business needs and industry best practices. The role is responsible for creating a culture of service excellence, accountability, innovation, and continuous improvement within the support teams.

Essential Qualifications

• Degree or Diploma in Information Technology, Computer Science, or related field.

Preferred Qualifications

• ITIL Foundation Certification
• Service Management Certification
• Project Management Certification (PMP/Prince2/Agile)
• Endpoint Management Certifications
• Microsoft Certifications

Essential Experience

• 5–8 years' experience in End User Support environments.
• 3–5 years' people management experience.
• Experience managing distributed support teams.
• Experience engaging with senior business stakeholders.
• Experience managing vendors and service providers.

Preferred Experience

• Experience within large enterprise environments.
• Experience managing multi-site operations.
• Experience supporting hybrid workplace technologies.
• Exposure to Digital Workplace transformation initiatives.

Duties and Responsibilities

People Leadership and Management

• Lead, mentor, coach, and develop a team of End User Support engineers.
• Establish clear performance objectives and service expectations.
• Conduct regular one‐on‐one meetings, performance reviews, and career development discussions.
• Drive the completion of Personal Development Plans (PDPs).
• Ensure adequate staffing, succession planning, and resource management.
• Foster a high‐performance culture focused on customer satisfaction and accountability.
• Promote employee engagement and team well‐being.

Service Delivery Management

• Ensure delivery of End User Support services in accordance with agreed service levels.
• Oversee incident, request, problem, and escalation management processes.
• Drive proactive support practices to minimize business disruption.
• Monitor ticket queues and operational workloads to ensure SLA compliance.
• Ensure effective management of VIP and executive support services.
• Maintain high levels of customer satisfaction across all supported business units.
• Ensure all support activities adhere to ITSM best practices.

Stakeholder Engagement

• Build strong relationships with business leaders, site management, and key stakeholders.
• Serve as the primary point of contact for technology support services at the site.
• Conduct regular engagement sessions with business units.
• Understand business priorities and translate them into service improvement opportunities.
• Manage stakeholder expectations and communication during major incidents and service disruptions.
• Represent End User Support within regional and national forums.

Operational Governance

• Ensure compliance with organizational policies, standards, and governance frameworks.
• Monitor operational performance against KPIs and service targets.
• Provide accurate and timely management reporting.
• Participate in audits and compliance reviews.
• Drive ticket quality, asset governance, and documentation standards.
• Ensure adherence to change management and risk management practices.
• Support business continuity and disaster recovery requirements.

Technology and Infrastructure Oversight

Oversee support of:

• End-user computing devices
• Windows operating systems
• Collaboration platforms
• Mobile devices
• Peripheral equipment
• Meeting room technologies
• Printing solutions
• Site IT infrastructure

• Monitor operational health and performance of site technologies.
• Coordinate upgrades, refreshes, deployments, migrations, and technology projects.
• Ensure effective lifecycle management of end‑user devices and associated assets.

Security and Compliance

• Ensure compliance with information security policies and standards.
• Drive endpoint security initiatives and vulnerability remediation.
• Ensure secure handling of company assets and information.
• Support audit findings and remediation activities.
• Monitor compliance with software licensing requirements.
• Ensure adherence to identity and access management controls.

Vendor and Contract Management

• Manage relationships with third‑party service providers.
• Monitor vendor performance against contractual commitments and SLAs.
• Participate in vendor reviews and governance meetings.
• Manage vendor escalations and service improvement initiatives.
• Support contract and commercial evaluations where required.
• Ensure optimal value realization from external service providers.

Financial and Resource Management

• Assist with budget planning and forecasting.
• Monitor expenditure against approved budgets.
• Drive cost optimization initiatives.
• Manage hardware and software procurement requirements.
• Ensure efficient utilization of resources and assets.
• Participate in business case development for new technologies and services.

Continuous Improvement and Innovation

• Identify opportunities to improve service delivery and customer experience.
• Lead automation, optimization, and innovation initiatives.
• Analyse service metrics and trends to identify improvement opportunities.
• Implement best practices and industry standards.
• Contribute to the Group Technology Experience strategy.
• Promote data‑driven decision‑making across the support environment.

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