What are the responsibilities and job description for the User Support Manager position at Rehrig Pacific Company?
JOB REQUIREMENTS: 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 \* People Leadership, Culture & Rehrig Pacific Values
\* Lead, coach, and develop a high-performing user experience team
aligned with Rehrig Pacific Values. \* Set clear role expectations,
provide direct and timely feedback, and hold team members accountable
for outcomes with care and respect. \* Build a team culture of
ownership, continuous improvement, and professional service. \* End User
Experience & Service Delivery \* Ensure users receive timely,
professional, and effective technology support with clear communication
and minimal friction. \* Maintain and enforce ticket standards, SLA
targets, and escalation discipline across the team. \* 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. \* New User Onboarding
Experience \* Own the technology onboarding experience for new Rehrig
Pacific team members, ensuring a smooth, predictable, and well-supported
transition. \* Partner with Human Capital and IT to maintain current
onboarding materials, access provisioning, and readiness checklists. \*
Visual Analytics, KPI Management & Accountability \* Maintain and
present visual dashboards that track ticket volume, SLA performance,
backlog aging, reopen rates, and escalations. \* Use analytics to drive
coaching decisions, prioritization, and continuous improvement actions.
\* Report on team performance to the Director with transparency and
clear root-cause analysis. \* Continuous Improvement, Automation &
Self-Service \* 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. \* Develop and
maintain knowledge base articles, training content, and user-facing
guidance that enable team members to resolve issues independently. \*
Identify patterns in support requests that signal training gaps, design
problems, or systemic issues requiring upstream resolution. \*
Cross-Functional Partnership & Defect Escalation \* Partner effectively
with Application Services, Infrastructure, and Security to resolve
issues, align on standards, and improve the user experience. \* 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 resol
To view the full job description please use the link below.
https://www.aplitrak.com/?adid=YmJnZW5lcmljLjU2Njg0Ljg3NzBAcmVocmlnY29tcC5hcGxpdHJ ay5jb20
\*\*\*\*\* APPLICATION INSTRUCTIONS: Apply Online:
https://www.aplitrak.com/?adid=YmJnZW5lcmljLjU2Njg0Ljg3NzBAcmVocmlnY29tcC5hcGxpdHJhay5jb20
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 \* People Leadership, Culture & Rehrig Pacific Values
\* Lead, coach, and develop a high-performing user experience team
aligned with Rehrig Pacific Values. \* Set clear role expectations,
provide direct and timely feedback, and hold team members accountable
for outcomes with care and respect. \* Build a team culture of
ownership, continuous improvement, and professional service. \* End User
Experience & Service Delivery \* Ensure users receive timely,
professional, and effective technology support with clear communication
and minimal friction. \* Maintain and enforce ticket standards, SLA
targets, and escalation discipline across the team. \* 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. \* New User Onboarding
Experience \* Own the technology onboarding experience for new Rehrig
Pacific team members, ensuring a smooth, predictable, and well-supported
transition. \* Partner with Human Capital and IT to maintain current
onboarding materials, access provisioning, and readiness checklists. \*
Visual Analytics, KPI Management & Accountability \* Maintain and
present visual dashboards that track ticket volume, SLA performance,
backlog aging, reopen rates, and escalations. \* Use analytics to drive
coaching decisions, prioritization, and continuous improvement actions.
\* Report on team performance to the Director with transparency and
clear root-cause analysis. \* Continuous Improvement, Automation &
Self-Service \* 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. \* Develop and
maintain knowledge base articles, training content, and user-facing
guidance that enable team members to resolve issues independently. \*
Identify patterns in support requests that signal training gaps, design
problems, or systemic issues requiring upstream resolution. \*
Cross-Functional Partnership & Defect Escalation \* Partner effectively
with Application Services, Infrastructure, and Security to resolve
issues, align on standards, and improve the user experience. \* 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 resol
To view the full job description please use the link below.
https://www.aplitrak.com/?adid=YmJnZW5lcmljLjU2Njg0Ljg3NzBAcmVocmlnY29tcC5hcGxpdHJ ay5jb20
\*\*\*\*\* APPLICATION INSTRUCTIONS: Apply Online:
https://www.aplitrak.com/?adid=YmJnZW5lcmljLjU2Njg0Ljg3NzBAcmVocmlnY29tcC5hcGxpdHJhay5jb20