THE ROLE:

• This position will report to the: Manager – Infrastructure & Information Security
• Location : Bakersfield, CA
• FLSA Status: Exempt
• Employment Category: Full Time

STRONG HISTORY. EXCITING FUTURE.

Established in 2023, New Carrot Company, operating under the name Bolthouse Fresh Foods, is headquartered in the California Central Valley community of Bakersfield. Specializing in carrot production, the company caters to both retail and food service operations and is renowned for its Bolthouse Farms brand, widely distributed in major retailers across the United States and Canada.

Bolthouse Fresh Foods is a subsidiary of Butterfly Equity, a Los Angeles-based private equity firm with a specialty in the food sector. Butterfly Equity's expertise spans the entire food value chain, from 'seed to fork,' with a focus on agriculture & aquaculture, food & beverage products, food distribution, and foodservice.

Bolthouse Fresh Foods has approximately 1,600 employees.

WHAT YOU’LL BE RESPONSIBLE FOR IN THIS ROLE

The Service Desk Supervisor will be responsible for the supervision of all IT Service Desk Analysts and PC Support Technicians. Ideal candidate will be responsible for reporting; defining and tracking SLA’s; defining, tracking, and training on SOP’s; and general technical support. The position requires hands-on with strong supervision and collaboration skills as there will be a high degree of interaction with all IT staff and the user community. This position will provide technical guidance and report and analyze information for management. This is a hybrid position, required to be onsite during specific timeframe agreed upon with the reporting manager.

JOB DUTIES:

• Manage/control service desk performance through:
  • Continuous SLA tracking/reporting
  • Measuring customer satisfaction
• Continuous improvement in service capabilities, customer interaction, and performance
  • Provide feedback and coaching to supervised employees.
  • Review employee feedback from surveys and recommend adjustments in SOP’s and other processes.
  • Develop metrices and reporting to effectively monitor performance.
• Create and update/modify standard operating procedures (SOP’s) for the Service Desk and PC Technicians, provide training on them, and ensure adherence.
• Ensure proper technical and soft skills training and support for the IT Services team.
• Provide Technical Support to the User Community if needed
• Support company-wide communications related to planned and emergency maintenance.
• Review/approve time worked on a weekly basis in the prescribed Time and Attendance system.
• Manage/Monitor and report on employee overtime.
• Set schedules for shift work and on-call coverages.
  • Manage any changes due to staffing levels, illness, leave, PTO or other considerations to accommodate any special business needs.
• Ability to monitor the call queue and effectively address submitted incidents as needed.
• Participate in the interview process for new team members.
• Develop Training and How-To documentation as needed for the User Community
• Work closely with Systems and Network Admin Teams on High & Critical Projects & Incidents.
• And other duties as needed if assigned.

WHAT WE’RE LOOKING FOR

Minimum Qualifications:

• 2 years of supervisory or team lead experience, preferably in an IT area
• 5 years’ experience with Microsoft desktop technologies
• 5 years’ experience with desktop software including Office 365 (or MS Office, Web Browsers, Citrix, etc
• 5 years’ experience with Active Directory and group policies
• Knowledge of ITIL processes
• Valid State Driver License and clean driving record

Preferred Qualifications:

• Experience with Time & Attendance systems (preferably Kronos/UKG)
• ITIL Foundation (or higher level) Certification
• Experience of ITIL based IT support software, iVanti preferred
• Knowledge of manufacturing environments a plus
• Experience working in a complex corporate environment utilizing multiple business application

PHYSICAL DEMANDS:

• Lifting up to 20 pounds.
• Climbing stairs.

HOURS & WORKDAYS:

• Monday thru Friday, 8:00 AM – 5:00 PM Pacific Time
• May require on-call support during off hours and weekends

WHAT WE OFFER

Our rich benefits packages are designed to support the health and well-being of both our eligible co-workers and their families.

• Medical
• Dental
• Vision
• Group Life and AD&D
• Voluntary Life and AD&D
• Group Short-Term Disability
• Group Long-Term Disability
• Flexible Spending Accounts
• Employee Assistance Program
• 401(k)
• Paid Time Off

EQUAL EMPLOYMENT OPPORTUNITY
We are an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as need, to assist them in performing essential job functions.

REASONABLE ACCOMMODATIONS
Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. If you are interested in applying for employment with Bolthouse Farms and need special assistance to apply for a posted position, or if you believe you do not meet any of the required qualifications of a posted position due to a protected disability and would like to explore the possibility of an accommodation, please contact our Talent Acquisition team at: TalentAcquisition@bolthousefresh.com for additional support and guidance.

RECRUITMENT AGENCIES:
Bolthouse Fresh Foods does not accept unsolicited agency resumes. Bolthouse Farms is not responsible for any fees related to unsolicited resumes.