User Support Manager

Job Description

Job Description

Must live within 90 minutes of a Rehrig Pacific Company's 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!

Purpose of the Role

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.

Areas of Accountability

1. People Leadership, Culture & Rehrig Pacific Values
   1. Lead, coach, and develop a high-performing user experience team aligned with Rehrig Pacific Values.
   2. Set clear role expectations, provide direct and timely feedback, and hold team members accountable for outcomes with care and respect.
   3. Build a team culture of ownership, continuous improvement, and professional service.
2. End User Experience & Service Delivery
   1. Ensure users receive timely, professional, and effective technology support with clear communication and minimal friction.
   2. Maintain and enforce ticket standards, SLA targets, and escalation discipline across the team.
   3. 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.
3. New User Onboarding Experience
   1. Own the technology onboarding experience for new Rehrig Pacific team members, ensuring a smooth, predictable, and well-supported transition.
   2. Partner with Human Capital and IT to maintain current onboarding materials, access provisioning, and readiness checklists.
4. Visual Analytics, KPI Management & Accountability
   1. Maintain and present visual dashboards that track ticket volume, SLA performance, backlog aging, reopen rates, and escalations.
   2. Use analytics to drive coaching decisions, prioritization, and continuous improvement actions.
   3. Report on team performance to the Director with transparency and clear root-cause analysis.
5. Continuous Improvement, Automation & Self-Service
   1. 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.
   2. Develop and maintain knowledge base articles, training content, and user-facing guidance that enable team members to resolve issues independently.
   3. Identify patterns in support requests that signal training gaps, design problems, or systemic issues requiring upstream resolution.
6. Cross-Functional Partnership & Defect Escalation
   1. Partner effectively with Application Services, Infrastructure, and Security to resolve issues, align on standards, and improve the user experience.
   2. 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.
   3. Serve as the voice of the end user in cross-functional conversations, bringing patterns, feedback, and data to improvement discussions.

Knowledge, Skills, and Experience

• Bachelor’s 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%