What are the responsibilities and job description for the IT Site Manager position at CP Kelco U.S., Inc.?
About this Role The IT Site Manager is accountable for the effective delivery and continuous improvement of IT workplace support services at one or more sites within a defined region. Operating as part of the Regional IT Operations function, the role manages a team of Workplace Support Engineers (Grade 4) and Analysts (Grade 3), ensuring users receive high-quality, customer-focused IT support aligned with enterprise policies and service standards. This role provides day-to-day leadership, resource planning, and technical direction for the local team, while also coordinating closely with other regional teams, central IT functions, and outsourced service partners. The Site Manager may also act as the global or regional lead for a specific service or technology domain (e.g., End User Computing, Meeting Room Technology), working across regions to align standards, share best practice, and drive innovation. Accountabilities - Manage the delivery of workplace IT support services across assigned sites, ensuring reliable, responsive, and customer-focused support. - Lead and develop a team of Workplace Support Engineers and Analysts, including setting objectives, providing coaching, and conducting performance reviews. - Ensure service desk queues and local support requests are triaged, resolved, or escalated appropriately to meet SLAs and user expectations. - Coordinate site-level activities for IT projects, service rollouts, hardware refreshes, or incident response efforts. - Build strong relationships with local business stakeholders, acting as the primary point of contact for IT support and service queries. - Monitor and report on site-level performance metrics and user satisfaction, identifying areas for improvement. - Ensure adherence to enterprise IT policies, standards, and procedures including security, asset management, and ITIL-based service processes. - Maintain accurate inventories of IT equipment, licenses, and configuration records within the CMDB. - Collaborate with peers across Regional IT Operations to support cross-site initiatives, consistency, and knowledge sharing. - Contribute to service improvement planning and delivery, supporting strategic IT operations goals. - Act as a global or regional lead for one or more service areas, promoting standardisation, quality, and continuous improvement. - Coordinate support and on-call coverage where necessary to ensure continuity of critical services. Skills and Experience - Proven experience managing IT workplace or end user support in a multi-site or complex business environment. - Strong people management skills, including performance management, coaching, and team development. - Good understanding of Microsoft technologies (Office 365, Windows OS, Intune, SCCM, Active Directory) and collaboration tools. - Familiarity with ITSM platforms such as ServiceNow and asset management practices. - Working knowledge of ITIL service management processes. - Ability to build strong relationships with business users, IT peers, and third-party service providers. - Capable of analysing service performance, identifying risks, and recommending process or technical improvements. - Experience in planning and delivering IT change at site level, including coordination with central IT or vendors. - Strong communication skills, with the ability to explain technical matters to non-technical audiences. - Flexible and adaptable; able to manage competing priorities and unexpected issues. - Comfortable with occasional travel to other sites and participation in out-of-hours support coordination as required. California Consumer Privacy Act ("CCPA") The Company is committed to complying with the California Consumer Privacy Act (“CCPA”) and all data privacy and laws in the jurisdictions in which it recruits and hires employees. We collect the following categories of personal information for the purpose of hiring the best qualified applicants and to comply with applicable employment laws: Name and contact information; Job preference and work availability; Social Security Number and/or other identification information; Education and qualifications; Employment history and experience; Military service; Reference and background check information, including relevant criminal history and credit history; Social media information; Pre-employment test results; Post-offer medical examination information and results, including drug test results; Voluntary self-disclosure information regarding minority, veteran, and disability status; and Information provided by you during the hiring process. Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce. Our purpose, Improving Lives for Generations, inspires everything we do. Whether it’s by making food and drink healthier and tastier; continuously improving how we work; promoting a safe working environment; or making a difference to our local communities, we believe we can successfully grow our business and have a positive impact on society. Our work is driven by consumer health needs and trends, governments desire to build and support healthy communities, and the need for affordable food and nutrition in many parts of the world. We deliver ingredients and solutions to meet all these needs. Our speciality sweeteners and fibres help reduce sugar and calories. Our fibres enrich food and improve digestive health. Our texturants and stabilising systems help extend shelf-life and make food manufacturing easier. Our bulk sweeteners deliver great tasting products at an affordable cost. And our industrial starches give strength to the packaging used to deliver online goods to millions of homes every day. Across the globe, we are Improving Lives for Generations. And all our talented and skilled people help us on this journey. Want to know more? Take a look here.