Job Description

Pay Range: $32.00 to $41.00 per hour

PURPOSE OF POSITION: 

To be the lead Team Member within the IT Service Center, in conjunction with, and at the direction of, the Service Center Manager, accountable for the day-to-day operations of the IT Service Center, ensuring that each Service Center Team Member is adequately trained, serving as a coordinator between the Service Center and other IT teams and end customers, resolving escalated issues, and performing other duties as assigned by the Service Center Manager.  The goal is to maximize internal Service Center productivity for the Foster Farms community by promptly responding to support requests, minimizing equipment downtime and improving customer skills through phone support, walk-in requests and site visits.

The IT Service Center is the single point of first contact for all IT customers requiring problem resolution, desktop/laptop and other hardware equipment installations or repair, phone service changes, security and user ID administration and Office products. This role enhances productivity at all levels in the company through prompt, meaningful response to questions, efficient problem resolution and on-site visits.  Ensures that the Service Center Team Members are trained and capable of assisting end customers in this regard.  

ESSENTIAL JOB FUNCTIONS:                                                                            

Oversight of the day-to-day operations within the Service Center.  Ensuring that each ticket is efficiently and adequately addressed in a timely manner. Ensures every Service Center Analyst is properly trained to provide the support necessary.

Act as a point of escalation for all Service Center members; providing direction, troubleshooting advice, and resolutions on complex issues resolvable by the Service Center.

Coordinates and ensures training opportunities for all Service Center members are provided. 

Schedules overview sessions, workshops, instructional tours, etc.

Make technological recommendations to the Service Center Manager.

Participation in projects in order to ensure customer support requirements are addressed prior to a roll-out or go-live.  This role will include the creation of Service Level Agreements (SLA’s) to coincide with new project and existing services.

Create and maintain Standard Operating Procedures relating to installation, security and training used in the Service Center. 

ADDITIONAL FUNCTIONS:

Other duties as assigned by the Service Center Manager.