What are the responsibilities and job description for the Helpdesk Manager position at Wawona Frozen Foods?
About This Company
Founded in 1963, Wawona Frozen Foods specializes in the growing and freezing of fresh fruit. As the pioneer in the frozen fruit industry, the company is an industry leader, producing many of America's favorite fruits including fresh frozen peaches, strawberries, pears, plums, and unique mixed fruit blends.
Building on its family heritage and upholding the highest standards of food safety with refreshing taste, texture, and natural sweetness, Wawona's fresh frozen fruit is as close to nature as possible. You can always count on Wawona for quality, consistency, and excellent service.
About This Role
The IT Helpdesk Manager is responsible for the management and execution of the company's helpdesk operations. This includes direct oversight of the helpdesk, user administration, office applications, and related projects. The Helpdesk Manager leads the IT helpdesk team, manages vendor relationships, and ensures that all IT services, systems, and processes within the office environment are secure, reliable, and aligned with business objectives.
This role reports to the Director of IT, collaborating closely to execute the company's technology roadmap and operational strategy.
DUTIES INCLUDE
Team and Personnel Management
Requirements
Required:
This position will be based at Wawona Frozen Foods' corporate offices, supporting helpdesk operations across all facilities.
Benefits
At Wawona Frozen Foods, we invest in our people. We provide the tools, training, and resources to succeed, grow, and innovate. Our culture is rooted in teamwork, problem-solving, and continuous improvement.
We take pride in our history, our diverse and inclusive workforce, and our mission to deliver high-quality fruit products while being a trusted partner to our customers. Join us and be part of a team where your contributions matter every day.
Founded in 1963, Wawona Frozen Foods specializes in the growing and freezing of fresh fruit. As the pioneer in the frozen fruit industry, the company is an industry leader, producing many of America's favorite fruits including fresh frozen peaches, strawberries, pears, plums, and unique mixed fruit blends.
Building on its family heritage and upholding the highest standards of food safety with refreshing taste, texture, and natural sweetness, Wawona's fresh frozen fruit is as close to nature as possible. You can always count on Wawona for quality, consistency, and excellent service.
About This Role
The IT Helpdesk Manager is responsible for the management and execution of the company's helpdesk operations. This includes direct oversight of the helpdesk, user administration, office applications, and related projects. The Helpdesk Manager leads the IT helpdesk team, manages vendor relationships, and ensures that all IT services, systems, and processes within the office environment are secure, reliable, and aligned with business objectives.
This role reports to the Director of IT, collaborating closely to execute the company's technology roadmap and operational strategy.
DUTIES INCLUDE
Team and Personnel Management
- Supervise, mentor, and lead the IT helpdesk support team responsible for end-user support.
- Manage staff recruitment, training, coaching, and performance appraisals.
- Establish workflows, set priorities, and manage scheduling to ensure optimal helpdesk coverage.
- Oversee the ticketing system, enforce service-level agreements (SLAs), and ensure timely resolution of user issues.
- Ensure helpdesk operations effectively support the 24/7 business environment.
- Maintain and optimize printers, time clocks, forklift devices, badging systems, and other office technologies.
- Partner with the Director of IT to generate and leverage KPIs and metrics to improve SLA adherence and user satisfaction.
- Conduct root cause analysis and corrective actions for recurring technical issues.
- Serve as an escalation point for complex technical issues within the office environment.
- Maintain IT documentation, troubleshooting guides, and knowledge bases.
- Ensure efficient provisioning and decommissioning of user accounts and access rights.
- Oversee account management, hardware/software inventory, and license tracking.
- Lead system updates, patching schedules, and new technology rollouts.
- Communicate and coordinate with vendors supporting internet, phones, copiers, and other critical business systems.
- Serve as the primary contact for many IT vendors and service providers.
- Lead IT projects such as upgrades, migrations, and hardware deployments.
- Collaborate with stakeholders to define project scope, timelines, and resources.
- Recommend new technologies and process improvements to enhance efficiency.
- Actively participate in Wawona Frozen Foods' Safety Program to maintain a healthy, injury-free environment.
- Participate in training and company meetings to facilitate individual and company growth.
- Comply with GMP, HACCP, Food Safety, Food Defense, and SQF policies and procedures.
- Empowered to act on any issues or concerns within the scope of work.
Requirements
Required:
- Bachelor's degree in Information Technology, Computer Science, or related field.
- Proven experience managing IT teams, including helpdesk and support staff.
- Hands-on experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
- Knowledge of IT security best practices and compliance.
- Strong project management skills with the ability to manage multiple initiatives.
- Excellent leadership, communication, and interpersonal skills.
- Professional certifications such as ITIL, PMP, or relevant technical certifications.
This position will be based at Wawona Frozen Foods' corporate offices, supporting helpdesk operations across all facilities.
Benefits
- Employee Assistance Program
- Paid Sick Leave
- Wawona Wednesdays, appreciation events, and Employee of the Month recognition
- Company apparel (t-shirts, hats), and more
- The opportunity to make a meaningful impact while being your authentic self at work
At Wawona Frozen Foods, we invest in our people. We provide the tools, training, and resources to succeed, grow, and innovate. Our culture is rooted in teamwork, problem-solving, and continuous improvement.
We take pride in our history, our diverse and inclusive workforce, and our mission to deliver high-quality fruit products while being a trusted partner to our customers. Join us and be part of a team where your contributions matter every day.