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IT Support Services Manager

Monogram Foods
Full-time
On-site
Memphis, Tennessee, United States

Job Details

Management
Memphis Support Center - Memphis, TN
Full Time
4 Year Degree
Information Technology

Description

About Monogram Foods
A leading food manufacturer, Monogram Foods specializes in delivering your favorite foods and snacks with unparalleled quality and flavor. We specialize in co-manufacturing, private label, and food service solutions, offering a diverse range of products including appetizers, meat snacks, sandwiches, bacon, corn dogs, and baked goods.

Established in 2004 and headquartered in Memphis, Tennessee, Monogram Foods has earned recognition as one of the fastest-growing private companies in the nation. With over 4,000 team members across 12 locations in seven states, our unwavering commitment to excellence and passion for quality drives everything we do.

Our dedication extends beyond our products to giving back to local communities. Through the Monogram Foods Loves Kids Foundation, we strive to "make it better" for children and families, embodying our core values and creating lasting, meaningful change. 

Our Culture Is Our Secret Ingredient
At Monogram Foods, we're more than a food company—we're a passionate team dedicated to creating America's most beloved foods and making an impact in the communities where we operate. 

We value the dedication of our team members and are committed to fostering a fun, supportive work environment. We prioritize recognition, well-being, and a strong sense of belonging because we know that when our team is at its best, we can deliver our best to customers. Here you will enjoy competitive compensation, comprehensive benefits, and ample opportunities for growth and advancement. Plus, our inclusive culture—grounded in our company values—celebrates diversity and respects the unique perspectives of our team members. 

So, if you're hungry for a rewarding career, join our team and let's cook up something extraordinary together.

About The Role:

Our role of Manager of IT Support Services is based in Memphis, TN and in this hands-on management role, you will provide technology leadership by managing staff, researching, and implementing technological strategic solutions to meet Monogram Foods business requirements. This role will maintain the company's IT infrastructure, across all sites and will manage issue resolution via the company's ticketing system, ensuring that a high level of customer service is provided for all users. In addition, the IT Support Services Manager will ensure that suitable systems, policies and procedures are in place to support the operational and administrative requirements and will develop and support strategic plans for improving and implementing IT systems and solutions.  This position reports to the Director of Technology and will have 5 direct IT reports.

Specific responsibilities include:

  • Maintains the IT infrastructure including the areas of server, network, personal computing, telephony, security and other related technologies in a Microsoft Windows environment.
  • Provides leadership to small team of 6-8 resources supporting 6+ sites; organizes, prioritizes and tracks task progress.
  • Plans, organizes and manages the technical support activities including:
    • Issue escalation
    • Setting a high standard of customer support
    • Understand issue root causes and implement preventative / corrective actions
  • Accomplish results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and initiating, coordinating, and enforcing systems, policies, and procedures.
  • Maintains staff by recruiting, selecting, orienting, and training employees, developing personal growth opportunities.
  • Provides issue tracking and resolution to team members.
  • Establishes and maintains internal and end user documentation including policies and procedures.
  • Manages issue resolution through company ticket system to ensure completion.
  • Design, develop, implement, and coordinate systems, policies and procedures.
  • Ensure security of data by enforcing policies.
  • Establishes organizational effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.
  • Provides project management to Information Technology initiatives.
  • Maintains an IT asset inventory.
  • Maintains quality service by establishing and enforcing organization standards.
  • Financial management of annual budgets, forecasting requirements and tracking expenditures.
  • Maintains a safe and secure work environment.

Qualifications

The ideal candidate will have the following qualifications:

  • Bachelors degree in Computer Science or related field or equivalent experience
  • Minimum of 5 years of hands-on experience managing a Microsoft Windows environment including active directory, security and window server versions
  • Proven leadership and managerial skills to manage tracks of work with up to 8 people
  • Proven experience managing IT infrastructure and services.
  • Proficient in computer hardware, cabling installation and support, wireless technology applications and IT security.
  • Proficient in Microsoft software, including Server and Office 365.
  • Understanding of network technology and network management
  • Strong technical documentation and hands-on experience with MS Excel, Visio and other standard tools.
  • Experience implementing and supporting related telephony services such as phone and video conferencing
  • Excellent communication, presentation and facilitation skills
  • Must be 18 years or older.

Skills:

  • Strong analytical and problem-solving capabilities
  • Strong project management, strong relationship building skills and communication skills
  • Process based approach to projects with a strong focus on governance
  • Good communication skills including executive level presentations
  • Works well as a team member or a team lead
  • Works well across all levels of the organization.