User Support Manager Location: Richardson, TX Job ID: 4160 START YOUR APPLICATION (https://apply.hrmdirect.com/resumedirect/ApplyOnline/Apply.aspx?req\_id=3330719&source=3330719-CJB-0) 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. Ar eas 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 START YOUR APPLICATION (https://apply.hrmdirect.com/resumedirect/ApplyOnline/Apply.aspx?req\_id=3330719&source=3330719-CJB-0)