Job Details
Shifts: day
Location: West Sacramento, California
Salary: $78,000-$92,500/year DOE
Medical benefits-eligible first of the month following 28 days of employment. All other benefits-eligible first of the month following 90 days of employment.
Benefits:
401(k) with generous Company match
Dental insurance
Health insurance
Health Savings Account
Flexible Spending Account
Life insurance
Paid time off
Employee Referral Program
Vision insurance
Position Overview: The Information Technology Support Supervisor is responsible for overseeing the daily operations of the centralized IT Help Desk, ensuring high standards of service and support. This role includes diagnosing and resolving technical issues related to hardware, software, networks, and general IT concerns, as well as escalating problems when necessary. The supervisor will manage IT Support Technicians, ensure efficient operation of IT support services, and coordinate with the Technology Management to maintain systems and infrastructure.
Language Skills: English proficiency required. Spanish is a plus.
Supervisory Responsibilities: None.
Amount of Travel Involved: 25%.
Essential Duties and Responsibilities:
- Adhere to safety protocols and ensure a safe working environment at all times.
- Lead and manage the Help Desk team to exceed Service Level Agreement (SLA) targets.
- Assist in developing and enforcing Help Desk policies, procedures, and scope of support.
- Provide expertise on applications, hardware, and operating systems during planning, implementation, and support of IT projects.
- Implement and monitor IT security practices, including antivirus updates, user permissions, and system logs.
- Research and evaluate new technologies to align Help Desk operations with evolving business needs.
- Prioritize and escalate support requests based on severity and urgency; keep management informed of critical issues.
- Coordinate IT-related purchases, including hardware, software, and services.
- Communicate status updates effectively with users, technical staff, and management.
- Install, configure, and troubleshoot software, workstations, and printers; perform hardware/software upgrades as needed.
- Document incident resolutions and contribute to a knowledge base to aid future support efforts.
- Support the creation and maintenance of a knowledge management system, including drafting and reviewing knowledge articles.
- Collaborate with the Director of Information Security & System Architecture on IT projects; transition Level 1 support responsibilities to Help Desk Technicians once implementations are complete.
Experience for Success:
- Strong hands-on technical expertise of office hardware (desktops, laptops, monitors, scanners, and printers)
- Strong technical knowledge of office applications (Microsoft Office 365, Adobe, Active Directory, Endpoint Protection, and Cisco AnyConnect).
- Familiarity with networking basics (routers, switches, modems, and wireless access points).
- Excellent problem-solving, analytical, and organizational skills.
- Ability to manage multiple tasks, meet deadlines, and work independently with minimal supervision.
Education and/or Experience:
- Associate’s degree in Computer Science, Information Systems, or related field required; Bachelor’s degree preferred.
- Minimum 5 years of experience in IT service desk support.
- Experience with ticketing systems.
- Knowledge of ITIL practices or ITIL certification.
- Familiarity with cloud platforms (specifically Microsoft Azure).
- Scripting or automation skills (PowerShell).
- Mobile device management (MDM) experience.
- MCSA or Cisco Certified Network Associate (CCNA) certification preferred.
Behaviors & Competencies:
- Upholds mental, spiritual and physical safety
- Asks for and provides feedback
- Holds self and others accountable
- Supportive and collaborative of team members
- Participates in self-development and encourages the development of those who report/to him or her and peers
- Demonstrates flexibility and desire for growth
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit, talk or hear, and use hands for detailed tasks. The employee must occasionally stand, walk, climb, kneel, crouch, or lift items up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Work Environment:
Normal office working conditions. The noise level in the work environment is quiet to moderate except occasional work in a noisy production area where hearing protection is required and supplied. May occasionally work in varying conditions, including wet or elevated areas, and near moving mechanical parts; may face electrical hazards.
Manna Beverages is an equal opportunity employer-----M/F/D/V