IT Help Desk Manager

IT Help Desk Manager

Store: Santa Clarita - Headquarters

Pay Range: $85,000 – $100,000

JOB DESCRIPTION:

The Help Desk Manager leads the IT Help Desk team and oversees daily operations using Fresh service, our IT Service Management (ITSM) platform. This role is responsible for driving operational excellence, ensuring service level agreements (SLAs) are met, mentoring support staff, and continuously improving processes to enhance customer satisfaction and service delivery for Vallarta Supermarkets.

• Manage, coach, and mentor Help Desk staff, including hiring, onboarding, training, and performance evaluations.
• Define team goals, performance metrics, and service expectations.
• Schedule and allocate resources to maintain adequate support coverage.
• Foster a collaborative, customer-focused support culture.
• Oversee daily Help Desk operations, ensuring timely response and resolution of incidents and service requests.
• Function as an escalation point for complex or high-priority issues.
• Monitor ticket queues, workflows, and workload distribution within Fresh service.
• Ensure adherence to SLAs, operational standards, and best practices.
• Analyze performance metrics such as ticket volume, resolution time, and customer satisfaction.
• Administer and optimize Fresh service configurations, workflows, automations, and reporting.
• Maintain and improve incident, request, problem, and change management processes.
• Develop and manage knowledge base articles and self-service resources.
• Collaborate with other IT teams to coordinate issue resolution and service delivery.
• Communicate service status, trends, and escalations to stakeholders and leadership.
• Support IT projects, system changes, and onboarding/offboarding activities.
• Review user feedback and implement service improvements.
• Advocate for users while balancing technical and business needs.

• Strong leadership and team management skills.
• Excellent oral and written communication abilities.
• Technical expertise in PC hardware, software applications, networking, and troubleshooting.
• Ability to foster teamwork and maintain a customer-focused approach.
• Strong problem-solving and research skills.
• Familiarity with help desk software and IT service management tools.
• Ability to prioritize tasks and manage multiple projects simultaneously.
• Leadership and decision-making skills.
• Ability to foster collaboration and teamwork.
• Commitment to continuous learning and technical proficiency.
• Technical proficiency and continuous learning mindset.

• Bachelor’s degree in information technology, Computer Science, or related field.
• Minimum of 5 years of experience in IT support or help desk operations, with at least 2 years in a supervisory role.
• Comprehensive knowledge of IT concepts, principles, and best practices.
• Experience implementing help desk software and training programs.
• Familiarity with ITIL or similar frameworks is a plus.
• Strong understanding of IT support operations, systems, and enterprise technologies.
• Knowledge of IT Service Management (ITSM) frameworks, preferably ITIL.
• Experience analyzing metrics and producing operational reports.

• This position requires the ability to perform work for extended periods while seated and/or standing for extended periods, as business needs dictate and using a computer and standard office equipment, with or without reasonable accommodation.
• Occasional travel may be required, up to approximately 15%.
• This role may involve occasional light lifting of supplies or materials, with or without reasonable accommodation.
• The ability to effectively manage multiple tasks, priorities, and requests simultaneously in a fast-paced environment is required.

This is an Exempt Level Position;
Monday – Friday, 8:00am-5:00pm; schedule would be based on business necessity and coordinated through the reporting supervisor.

This job description is not intended to be all-inclusive, and employees may perform other duties as directed. All employees are expected to perform any reasonable task or request that is consistent with fulfilling company goals and objectives.