IT Help Desk Manager

IT Help Desk Manager

Store: Santa Clarita - Headquarters

Pay Range: $85,000 – $100,000

JOB DESCRIPTION:
Position Summary:
The Help Desk Manager leads the IT Help Desk team and oversees daily operations using Freshservice, 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.

General Duties and Responsibilities:

• 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 Freshservice.
• Ensure adherence to SLAs, operational standards, and best practices.
• Analyze performance metrics such as ticket volume, resolution time, and customer satisfaction.
• Administer and optimize Freshservice 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.

Knowledge and Skills:

• 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.

Required Education and Experience:

• 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.

Physical Demands:

• 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.

Position Type/Expected Hours of Work:
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.

About Vallarta Supermarkets:

As of 2022, Vallarta counts on 53 stores throughout California (Ventura, Los Angeles, San Bernardino, Riverside, Kern, San Diego, Santa Barbara, Tulare, Orange, and Fresno counties), and more than 8,000 team members. The Gonzalez family promises to continue to strive for excellence in everything we do so that our valued customers always have a Vallarta supermarket to call their own.From one small carnicería in Van Nuys in 1985 to 53 full-service markets across California, Vallarta Supermarkets is a living, breathing tribute to the hard work and customer dedication of our founding family and all of our valued employees.Vallarta Supermarkets was founded by Enrique Gonzalez Sr., who was later joined in the business by his four brothers, his son and nephew. Their family roots and humble origins began in the tiny town of Jalostotitlán, Jalisco, Mexico, where Enrique and his brothers were raised on a meager farm. Their parents instilled in them at very young ages the importance of family and the power of a strong work ethic to overcome challenges.When the opportunity arose to immigrate in the 1960’s, the Gonzalez family was thankful to stake their claim in the “land of opportunity,” the United States of America. Right away, the five brothers got to work in restaurants, either as short-order cooks or bussing tables. Even though some of the brothers were still in school, they all worked to help the family make ends meet.In 1985, Enrique Gonzalez Sr. began his journey in the grocery business when he opened Carniceria Vallarta in a 1,000 sq. ft market in Van Nuys, CA. He focused on selling the traditional cuts of meats popular in his native Mexico with an emphasis on unequaled quality and the friendliest of customer service. He soon expanded the business to a second location and brought his four brothers into the business. From there the adventure truly began, as they worked together as a family to build both a reputation for excellence and a successful business.The Gonzalez brothers believed that the key to Vallarta’s success would be to combine elevated customer service with the highest quality products to serve the growing Hispanic community whose needs may not be addressed by big chain stores.That’s why, from the beginning, Vallarta Supermarkets offered a wider variety of the freshest, traditional foods from Mexico, and Central and South America than any other store. They offered specialty and traditional items customers couldn’t find anywhere else: cut-to-order Latin-style meats (ranchera, diesmillo, lomo de res), spices, fresh fruit and produce, delicious prepared foods, pan dulce made daily, plus everything else you would expect from a traditional grocery store. Fast forward to today where Vallarta has expanded its offerings to include a juice and aquas frescas bar, tortilleria, bakery (panaderia), a cevicheria and more.