User Support Manager

Plant, 288 Mazeppa Rd, Mooresville, NC 28115, USA We believe being healthy should not require tradeoffs. SCN BestCo is a leading innovator, developer and manufacturer of Vitamin, Mineral & Supplement (VMS), Over-the-Counter (OTC) and prebiotics/probiotics in enjoyable forms such as gummies, lozenges and chews. With over 50 years of excellence, our team leads the way in changing how consumers make healthier choices. With unique food science expertise and proprietary processes, we’ve pioneered many firsts. Our passion to create new to the world products has guided and continues to be core to our mission of making health and wellness more enjoyable. Come join us and become a part of our winning formula! The User Support Manager is responsible for leading and managing information technology (IT) Service Desk operations, ensuring exceptional technical support delivery to end users across the organization. This role provides team management and operational oversight of all service desk activities including incident management, service requests, and technical support services. The User Support Manager establishes service standards, drives continuous improvement initiatives, and ensures alignment with IT service management best practices and organizational objectives. Essential Duties and Responsibilities Foster a customer‑centric culture focused on service excellence and continuous improvement. Oversee daily service desk operations ensuring timely resolution of incidents and service requests. Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs). Implement and maintain IT infrastructure library (ITIL) service management processes and best practices. Manage escalation procedures and serve as point of escalation for complex technical issues. Ensure proper documentation of processes, procedures, and knowledge base articles. Coordinate with other IT teams to resolve cross‑functional technical issues. Execute strategic plans for service desk improvements and technology adoption. Analyze service desk metrics and trends to identify improvement opportunities. Lead continuous improvement initiatives to enhance efficiency and customer satisfaction. Evaluate and implement service desk tools, technologies, and automation solutions. Develop and manage service desk budget and resource planning. Serve as primary liaison between service desk and business stakeholders. Prepare and present regular reports on service desk performance to IT leadership. Manage customer expectations and communicate service disruptions effectively. Conduct regular service reviews with key stakeholders and business units. Oversee, provision, deploy, and manage inventory of IT‑issued devices and equipment (PCs, mobile phones, tablets) in accordance with company policies and best practices. Provide advanced end user support and resolve issues related to various IT systems. People Leadership Responsibilities Lead, mentor, and develop a team of user support professionals. Direct or indirect supervision of multiple employees, including hiring and training new staff. Recruit, onboard, and train new service desk team members. Ensure the safety and quality standards expected of all SCN BestCo staff are met. Manage team scheduling, workload distribution, and resource allocation to ensure adequate coverage. Plan organizational structure, position content, and staffing levels. Organize and assign projects to IT staff based on current company strategic plans. Manage performance, conduct performance reviews, reward, and administer corrective action in accordance with company policy. Lead and motivate the team, providing guidance and support to ensure their professional development and success. Act as a mentor and role model, inspiring the team to achieve their full potential. Address complaints and resolve problems within the User Support team. Required Qualifications Bachelor's degree in information technology, computer science, or related field, or equivalent work experience. 6 years’ experience in IT technical support or service desk operations. 3 years’ demonstrated leadership and/or supervisory experience. Proven experience implementing and managing ITIL service management frameworks. Expert knowledge of IT service management tools and ticketing systems (e.g., FreshService). Strong understanding of Windows operating systems, Microsoft 365, and enterprise applications. Knowledge of network fundamentals, Active Directory, and cloud services (Azure, AWS). Experience with remote support tools and desktop management solutions. Proficiency in reporting tools and data analysis for performance metrics. Excellent leadership, customer service, and influencing skills. Ability to build and maintain effective relationships at all levels. Ability to prioritize tasks, utilize time efficiently, and multi‑task in an ever changing, fast‑paced environment. Adaptable to changing procedures and environment. Displays professionalism and sound judgement in all situations. Basic arithmetic and data interpretation skills (whole numbers, fractions, decimals; rate, ratio, percent; bar graphs). Strong written and verbal communication skills, including the ability to comprehend simple instructions, short correspondence, and memos, and to present information effectively in one‑on‑one and small group situations. Demonstrated problem‑solving and troubleshooting skills, including defining problems, collecting data, establishing facts, and drawing valid conclusions. Preferred Qualifications ITIL Foundation certification (v3 or v4) or higher. Industry certifications such as HDI Support Center Manager, CompTIA A+, or Microsoft certifications. Experience with FreshService implementation and administration. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr