User Support Manager, Careers At Rehrig Pacific Company

Careers At Rehrig Pacific Company

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Here at Rehrig Pacific, we are all about our people. Since 1913, our organization has focused on sustainable supply chain solutions while creating a culture and atmosphere where amazing people, like you, are celebrated for doing their best work. Rehrig Pacific has grown to meet the needs of our industry consumers across the country and internationally. We are constantly creating innovative solutions to transcend the new standards set forth by our customers. We find true fulfillment in helping others, both within the Rehrig Pacific family and in our communities. As servant leaders, we lead by example.

User Support Manager

Location:	Richardson, TX
Job ID:	4160

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Purpose of Role

The User Support Manager is responsible for leading a team of user support analysts to provide high-quality, efficient, and timely technical and business functional support for Rehrig Pacific�s end users. This role ensures effective IT service delivery by enhancing user support processes, optimizing ITSM tools and platforms, and managing IT procurement to maintain the availability of critical technology assets. Additionally, the User Support Manager ensures alignment with business needs while overseeing issue resolution to support seamless daily operations.

Areas of Accountability

Enhance User Support Processes

Monitor user support operations to ensure efficiency, effectiveness, and excellence in end-user support.
Develop and implement strategies to enhance customer experience through improved self-service options, faster ticket resolution, and optimized escalation pathways to minimize unnecessary ticket transfers.
Establish and maintain metrics and feedback loops to measure the effectiveness of support processes and provide regular monthly performance reports to IT leadership and executive teams.
Contribute to the globalization of IT knowledge by ensuring proper documentation of procedures, standards, and architecture for applications and infrastructure

Lead and Develop the User Support Team

Lead and manage a team of user support analysts to ensure prompt, issue resolution while maintaining compliance with stated SLAs.
Monitor workforce capacity and utilization to optimize team performance and efficiency.
Provide guidance and mentorship to the support team, fostering a culture of continuous improvement and customer-focused service.
Participate in IT project planning and strategy to ensure end-user supportability is integrated into project scopes and execution.

Oversee ITSM Tools and Platforms for User Support

Ensure customers receive high-quality support and that SLAs are consistently met or exceeded.
Identify opportunities to streamline and automate workflows, optimize request forms, enhance incident notification and management, and improve team on-call scheduling.

Manage IT Procurement Processes

Ensure compliance with AP guidelines for purchase order utilization, timely invoice processing, and on-time vendor payments to maintain the availability of critical services.
Develop and oversee a procurement process that ensures the efficient purchase and delivery of regularly procured technology assets in alignment with relevant SLAs.

Knowledge, Skills, and Experience

Bachelor�s Degree in Computer Science, Management Information Systems or a related field or industry
Minimum of 3 years managing technical resources, with a focus on technical customer service or user support
Knowledge of current and emerging user support technology trends and toolsets
Experience with Information Technology Infrastructure Library framework and Service Management toolsets required
Demonstrated proficiency in troubleshooting and addressing issues in enterprise systems and end user computing devices
Demonstrated business acumen and communication skills to develop strong partnerships with business leaders required
Experience using Project Management concepts and methodologies required
Ability to travel approximately 20% of the time

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Rehrig Pacific Company is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also here.

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