Site Support Manager, IT

26WD102117

Position Overview

Digital Workplace Services is seeking an IT Site Support Manager to lead a multi-location technical support team, reporting to the Technology Site Support Senior Manager. This onsite role is based at Autodesk’s One Market headquarters in San Francisco and offers a unique opportunity to shape a welcoming, hospitality-focused technology support experience. Site Support provides personalized, rapid-response hardware and software support through Tech Lounges, device setup, executive white-glove services, and onsite technical assistance.

The team also supports key initiatives including office relocations and buildouts, technology deployments, flagship events, and mergers and acquisitions. You will lead a team of onsite IT professionals responsible for daily operations, escalations, and customer support at headquarters and across the AMER region, while partnering with global peers. This role requires strong people leadership, operational discipline, and the ability to balance resources and priorities to deliver a world-class customer experience.

Responsibilities

Team Leadership

• Lead and develop a team of 6-12 IT Support Specialists, ensuring service levels, customer experience, and performance expectations are consistently met
• Provide coaching, mentorship, and regular performance feedback while fostering a collaborative, customer-focused culture
• Manage staffing, priorities, and resources to effectively support business and site needs

Service & Customer Experience

• Lead the Tech Lounge, delivering a welcoming, hospitality-focused, high-touch support experience
• Own service delivery, escalations, and continuous improvement, ensuring issues are resolved promptly and professionally
• Build strong partnerships across IT and the business to understand needs and continuously improve the employee technology experience.

Technical & Executive Support

• Provide effective support for Windows, Mac, mobile devices, collaboration tools, meeting spaces, and office technology
• Provide and oversee white-glove technical support for executives, senior stakeholders, and critical business events
• Ensure complex technical issues are effectively diagnosed, escalated, and resolved with minimal business disruption

Workplace Technology & Asset Management

• Ensure meeting rooms, collaboration spaces, and workplace technologies are operational, reliable, and well maintained
• Oversee hardware lifecycle activities, including provisioning, deployment, shipping, recovery, inventory, and asset tracking
• Partner with Network, Infrastructure, Security, and other IT teams to maintain reliable workplace technology and infrastructure

Projects & Continuous Improvement

• Lead and support local and global technology initiatives, including device rollouts, network upgrades, office moves, and workplace technology improvements
• Coordinate resources and cross-functional teams to ensure projects are delivered successfully
• Identify opportunities to simplify processes, improve operational efficiency, and enhance customer experience

Minimum qualifications

• 5+ years of experience leading diverse and/or distributed IT support teams in an enterprise organization greater than 5k employees
• Fluid in Microsoft Office applications
• Experience managing IT support operations, including service levels, escalations, and customer satisfaction
• Working knowledge of ITIL principles and IT service management practices
• Ability to manage and prioritize multiple projects, operational responsibilities, and competing business needs
• Strong customer-service orientation with experience supporting employees, executives, or other internal customers in a high-touch environment
• Ability to provide on-call or after-hours support during critical incidents, projects, or business events as needed

Preferred qualifications

• Experience in hospitality, retail, concierge, or another high-touch customer service environment
• Experience with ITSM platforms such as ServiceNow
• Formal ITIL training or ITIL Foundation certification
• Project management experience supporting cross-functional technology initiatives
• Experience supporting executive/VIP users and technology-enabled workplace environments
• Would like the candidate to have a strong customer service focus, hospitality like

• Prefer 7 years+ (although I say 5 years above, more is preferred) people leadership in a large organization, 5k or more employees

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $102,000 and $182,930. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging

In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.