IT-Helpdesk Support Manager in Dinuba, CA

Job Title: IT-Helpdesk Support Manager

Location: Dinuba, CA

* Please note the Job Location is Dinuba, CA, or Denison, TX.

JOB SUMMARY:

The Helpdesk will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues to Ruiz end-users.

This position should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate the helpdesk team to achieve a specific goals or challenge.

GENERAL RESPONSIBILITIES INCLUDE:

  • Manage the help desk team and evaluate performance
  • Ensure customer service is timely and accurate on a daily basis
  • Responsible for assuring users are provided efficient and timely first and second
  • level support on a 7×24 basis
  • Performs staff scheduling to ensure Help Desk coverage during normal business
  • hours and on-call support as required
  • Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
  • Set specific customer service standards
  • Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
  • Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
  • Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels
  • Invokes problem escalation procedures to coordinate recovery
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop on daily, weekly and monthly KPI metrics reports on help desk team’s productivity
  • Provide customer feedback to the appropriate internal teams, like product developers.

 

Knowledge, Skills and Abilities:

  • Work experience on supervising large Helpdesk team.
  • Hands on experience with help desk and remote-control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions
  • Deal with people beyond giving and receiving instructions maintaining effective working relationship
  • Apply common sense understanding to carry out instructions furnished in written, oral or diagrammatic form
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Manage multiple high priority initiatives in a fast paced, highly technical environment
  • Successfully perform the planning, directing, reporting and administrative responsibilities of this position
  • Flexible in schedule for managing across time zones.
  • Ticketing System Support
  • Handles / performs functional and hierarchal escalations. Responds to inquiries in person, over the phone, or via email with customers in completing incidents or service requests

Minimum Qualifications:

  • Associate degree or equivalent combination of education and experience is required
  • Requires five or more years of related technical and managerial experience in a help desk environment supporting Desktop, Wide Area Network, and Local Area Network equipment
  • Must obtain Net + Certification within 60 days of employment (no substitutes will be accepted for this certification), Microsoft MCSE Certification desire
  • Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities

TRAVEL REQUIREMENTS:

Travel will be approximately 25% percent of the time.

 

SALARY: DEPENDING ON EXPERIENCE (EXEMPT)

How To Apply

Send Resume To:
Human Resources
501 South Alta Ave
P.O. Box 37
Dinuba, CA 93618
Fax to (559) 591-1593
E-mail resume as a word attachment to: jobs@ruizfoods.com

Ruiz Foods is an equal opportunity employer.
EOE: Male, Female, Vets, Disabled (M/F/V/D).
Ruiz Foods enforces a policy of maintaining a drug-free workforce, including pre-employment substance abuse testing.

El Monterey®, Tornados®, and Ruiz 4 Kids® are trademarks owned by Ruiz Food Products, Inc., registered in the United States and other countries. Artisan Bistro®, Three Bold Brothers™, and Not Your Nonna's™ are trademarks owned by Ruiz Brands LLC, registered in the United States and other countries, and licensed for use by Ruiz Food Products, Inc.
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