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Manager - IT Service

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Date: May 14, 2019

Location: Thomasville, GA, US

Company: Flowers Foods

Summary

Supervises and coordinates the daily activities of the Help Desk and Technical Services and staff to ensure a single point of client contact for all problems and inquiries regarding Service Center services and assuring excellent customer service to both internal and external customers.  Identifies, researches and resolves complex technical problems.  Monitors daily work effort to ensure support quality and service levels are maintained.  Schedules personnel and equipment with established procedures to ensure timely output and integrity of data. Documents, tracks and monitors problems to ensure timely resolution.  Works collaboratively with operations, product customer service and knowledge administrator to ensure accuracy and enforce utilization of IT service management and knowledge base tools. Trains and evaluates performance of subordinates.

Job Responsibilities

Responsibilities include, but are not limited to:

Directly supervises team of technical and non-technical analysts in a 24x7 support/service management environment.

Plans, coordinates and supervises execution of projects, work assignments and workloads for 24x7 Service Center team, ensuring adherence to departmental policy and procedures.

Motivates staff to meet and/or exceed established service levels and project goals.

Monitors and tracks turnaround time for service requests and incidents, interpersonal communication with customers, accuracy of technical assistance provided and proper closure/escalation of incidents referred to upper tier support teams.

Provides weekly, period and ad hoc metrics reporting on Service Center activities, performance and operational issues.

Assists in developing and implementing goals and strategies and continually compares to industry best practices.

Independently studies, develops and standardizes complex technical procedures to improve efficiency and effectiveness of service operations making sure goals and objectives are met.

Develops and updates training material, support operating procedures and analyst training documentation.  Works collaboratively with service management and knowledge system administrators to ensure documentation content and exposure to Service Center team.

Monitors and reports on customer service activities and customer feedback to ensure support is being handled in a professional and efficient manner.  Performs customer follow-up communications as warranted based on customer feedback survey results.

Assists in daily operation of the Service Center support area which includes but is not limited to resolving service requests through hands-on work with hardware and related peripherals, software, product customer service requests, etc.

Provides guidance to subordinates in the resolution of customer service and technical problems using proper implementation and interpretation of procedures.

Prepares and administrators a staffing schedule to ensure appropriate coverage while proactively managing labor costs.  Willingness to work various schedules to ensure adequate shift coverage is available at all times

Provides on-call/after hours support as needed to support Service Center functions.

Travels as needed to support remote locations and attend training & conferences.

Engages collaboratively with IT Director in the employee evaluation, appraisal and staffing processes. Keeps management informed on status of employee performance/nonperformance.

Subscribes to and advocates core department standards and methodologies including Systems Development Life Cycle (SDLC), IT Infrastructure Library (ITIL), IT General Controls (ITGC), basic project management, and general IT policies & procedures. 

Performs special projects and related tasks as requested by IT Management.

Desired Experience

Three (3) to Five (5) years experience in the Information Technology field specifically in Help Desk support including a minimum of two years in a leadership support position.  Experience with one or more technologies / products found in the Flowers Foods Infrastructure Component List.

Desired Education

Minimum Associates Degree in Information Technology discipline and/or Business related field

 

 

Desired Certifications

Help Desk Institute (HDI), Information Technology Infrastructure Library (ITIL), A+ certification and/or other technology relevant industry certifications

We offer a competitive salary and an excellent total rewards package.  Please reply by 5/28/19.  Resumes are active for 30 days.  Interested job seekers who successfully complete the series of pre-screening questions and who appear to possess the basic qualifications for this position may be contacted for a telephone interview.

 

Equal Opportunity Employer/Veterans/Disability

 

If you need assistance with submitting your resume due to a medical condition or disability, please send an e-mail to HR.LSFlowers@flocorp.com. 


Nearest Major Market: Thomasville
Nearest Secondary Market: Valdosta

Job Segment: Service Manager, Manager, Project Manager, Help Desk, Information Technology, Customer Service, Management, Technology