User Support Manager

Must live within 90 minutes of a Rehrig Pacific Companys facility in Atlanta GA Buckeye AZ Dallas TX Desoto KS Erie PA Kenosha WI or Orlando FL

Great benefits including:

• Medical Dental Vision and Life Insurance
• Paid Time Off
• Paid Holidays
• 401k & ESOP
• Profit Sharing
• Tuition Reimbursement and more

The User Support Manager is accountable for leading the people processes and service standards that create an excellent technology experience for Rehrig Pacific team members This role manages the frontline user experience team and ensures users can effectively adopt and use core technology tools and applications including O365 SharePoint Jira Quick and other administrative systems including tools created through the AI DLC development lifecycle Operating through Rehrig Pacific Values and a human centered leadership approach this manager builds a responsive collaborative accountable and continuously improving support organization that reduces friction improves onboarding strengthens user confidence and enables team members to do their best work The manager is expected to set context define standards coach performance remove barriers and ensure work is assigned completed measured and improved with clear ownership

Lead coach and develop a high performing user experience team aligned with Rehrig Pacific Values Set clear role expectations provide direct and timely feedback and hold team members accountable for outcomes with care and respect Build a team culture of ownership continuous improvement and professional service

Ensure users receive timely professional and effective technology support with clear communication and minimal friction Maintain and enforce ticket standards SLA targets and escalation discipline across the team Provide Tier 1 support for tools and applications including those created through the AI DLC development lifecycle ensuring users have a consistent support path regardless of how a tool was built

Own the technology onboarding experience for new Rehrig Pacific team members ensuring a smooth predictable and well supported transition Partner with Human Capital and IT to maintain current onboarding materials access provisioning and readiness checklists

Maintain and present visual dashboards that track ticket volume SLA performance backlog aging reopen rates and escalations Use analytics to drive coaching decisions prioritization and continuous improvement actions Report on team performance to the Director with transparency and clear root cause analysis

Drive a 35 reduction in avoidable ticket volume through identifying and executing automation and workflow creation in Jira self service tooling and root cause elimination Develop and maintain knowledge base articles training content and user facing guidance that enable team members to resolve issues independently Identify patterns in support requests that signal training gaps design problems or systemic issues requiring upstream resolution

Partner effectively with Application Services Infrastructure and Security to resolve issues align on standards and improve the user experience Own the escalation path when a support issue reveals a product or application defect ensuring clear handoff to Application Services with documented reproduction steps business impact and user communication until resolution Serve as the voice of the end user in cross functional conversations bringing patterns feedback and data to improvement discussions

• Bachelors degree in computer science Information Systems or related field or equivalent experience
• 3 years of experience leading technical support service desk or user support teams
• Strong knowledge of IT service management ITSM principles processes and tools Jira Preferred
• Demonstrated ability to improve service delivery operations and customer experience outcomes
• Experience managing and developing technical teams in a customer facing environment
• Strong problem solving communication and stakeholder management skills
• Familiarity with system infrastructure enterprise applications and end user computing environments
• Experience with project management methodologies;
  Agile experience preferred
• Ability to travel approximately 20