IT Site Support Manager

Job description

Are you ready to lead the technology operations that keep manufacturing running around the clock? In this role, you'll drive reliable IT support for vital production systems, lead high-performing teams, strengthen operational resilience, and ensure technology enables safe, efficient, and uninterrupted manufacturing performance. You'll partner across plant operations, engineering, and technology teams to solve complex challenges, improve service delivery, and advance continuous improvement initiatives that directly impact business results.

We are seeking an IT Site Support Manager who will lead IT operations at our Hopkinsville, KY manufacturing facility. This role is accountable for end-to-end site IT support within a 24/7 production environment, ensuring high system availability, rapid issue resolution, and strong alignment between technology capabilities and manufacturing priorities. The position serves as a critical partner to plant leadership while leading all aspects of manufacturing systems, end-user support, infrastructure services, project execution, and team performance.

Altria is prepared to provide relocation assistance to facilitate a successful transition to this role.

What you will be doing

Leading site IT operations: Owning IT services supporting plant operations, including production control systems, scheduling platforms, shop-floor applications, and user-facing technologies.

Ensuring manufacturing system reliability

Maintaining the availability and performance of critical production systems, including Blue Yonder, TrakSYS, and related manufacturing technologies.

Partnering with plant leadership

Aligning IT priorities with production objectives, operational needs, and key performance indicators.

Driving incident response and operational support

Leading blocking issue solving, diagnosing core problems, and delivering solutions for production-impacting issues.

Advancing continuous improvement

Identifying and implementing opportunities to improve service reliability, support processes, user experience, and operational efficiency.

Leading all aspects of infrastructure and end-user technologies

Ensuring reliable support for networks, hardware, audiovisual systems, and end-user devices across the site.

Leading system maintenance and modernization efforts

Coordinating upgrades, patches, deployments, and technology enhancements while minimizing production disruption.

Delivering manufacturing technology projects

Leading implementations, integrations, testing, organizational change, and deployment activities that support business objectives.

Leading and developing support teams

Establishing clear priorities, accountability, coverage models, and service expectations within a 24/7 manufacturing environment.

Handling vendor partnerships

Ensuring service quality, performance standards, and service-level commitments are consistently achieved.

We want you to have: Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent experience will also be considered. 8+ years of IT support experience, including leadership responsibility within manufacturing, industrial, or production environments. Experience supporting Manufacturing Execution Systems (MES), Manufacturing Operations Management (MOM) platforms, and shop-floor applications.

Experience working with Blue Yonder, TrakSYS, or similar manufacturing systems in a production environment. Knowledge of manufacturing operations, production processes, and IT/OT integration concepts. Shown success leading incident management, root cause analysis, and resolution of complex technical issues. Proven communication skills with the ability to translate technical concepts into business impact and influence collaborators.

Experience leading teams, vendors, and opposing priorities within a fast-paced operational environment. Knowledge of IT service management practices and tools, including platforms such as ServiceNow. Experience with Lean Manufacturing, Kaizen, continuous improvement methodologies, and/or relevant IT certifications such as ITIL, CompTIA, or Microsoft certifications.