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IT Help Desk Manager

Store:   Santa Clarita - Headquarters Map

Wage: $85,000.00 - $100,000.00

Type: Full-time

Description

Help Desk Manager

Classification: Exempt

Reports to: Director of IT Operations and Support

JOB DESCRIPTION

Position Summary:

The Help Desk Manager leads the IT Help Desk team and oversees daily operations using Freshservice, our IT Service Management (ITSM) platform. This role is responsible for driving operational excellence, ensuring service level agreements (SLAs) are met, mentoring support staff, and continuously improving processes to enhance customer satisfaction and service delivery for Vallarta Supermarkets.

General Duties and Responsibilities:

  • Manage, coach, and mentor Help Desk staff, including hiring, onboarding, training, and performance evaluations.
  • Define team goals, performance metrics, and service expectations.
  • Schedule and allocate resources to maintain adequate support coverage.
  • Foster a collaborative, customer-focused support culture.
  • Oversee daily Help Desk operations, ensuring timely response and resolution of incidents and service requests.
  • Function as an escalation point for complex or high-priority issues.
  • Defining, tracking, and reporting on KPIs such as SLA, backlog trends, MTTR, ticket aging, and customer satisfaction scores.
  • Monitor ticket queues, workflows, and workload distribution within Freshservice.
  • Ensure adherence to SLAs, operational standards, and best practices.
  • Monitor tickets and incidents to identify emerging trends and longer-running unresolved issues. Hold peer IT teams and vendors accountable for action plans and resolution.
  • Analyze performance metrics such as ticket volume, resolution time, and customer satisfaction.
  • Identify trends, reoccurring incidents, and opportunities for process improvement.
  • Present KPI dashboards to leadership and recommend operational improvements.
  • Act as the primary Freshservice administrator, responsible for system governance, configuration changes, and continuous improvement of the ITSM platform.
  • Partner with IT leadership to align Freshservice usage with ITIL best practices and business needs.
  • Maintain and improve incident, request, problem, and change management processes.
  • Develop and manage knowledge base articles and self-service resources.
  • Collaborate with other IT teams to coordinate issue resolution and service delivery.
  • Manage relationships with external IT vendors, ensuring compliance with contractual obligations and service-level commitments.
  • Review vendor performance dashboards and escalate recurring issues or SLA breaches as needed.
  • Coordinate root cause analysis (RCA) with vendors to ensure timely and effective corrective actions.
  • Communicate service status, trends, and escalations to stakeholders and leadership.
  • Collaborate with cross-functional teams to support IT projects and system changes that drive business and operational goals.
  • Ensure Help Desk processes maintain compliance with IT security, PCI, data privacy regulations, and internal audit requirements.
  • Review user feedback and implement service improvements.
  • Advocate for users while balancing technical and business needs.
  • Serve as a liaison between the Help Desk and other IT functions to ensure seamless escalation, communication, and service delivery.

Knowledge and Skills

  • Strong leadership and team management skills.
  • Excellent oral and written communication abilities.
  • Technical expertise in PC hardware, software applications, networking, and troubleshooting.
  • Ability to foster teamwork and maintain a customer-focused approach.
  • Strong problem-solving and research skills.
  • Familiarity with help desk software and IT service management tools.
  • Ability to prioritize tasks and manage multiple projects simultaneously.
  • Leadership and decision-making skills.
  • Ability to foster collaboration and teamwork.
  • Commitment to continuous learning and technical proficiency.
  • Technical proficiency and continuous learning mindset.
  • Comfortable working cross-functionally and with all levels of management and team members.
  • Manage several requests and situations at one time or simultaneously (multitask).

Required Education and Experience

  • Bachelor’s degree in information technology, Computer Science, or related field.
  • Minimum of 5 years of experience in IT support or help desk operations, with at least 2 years in a supervisory role.
  • Comprehensive knowledge of IT concepts, principles, and best practices.
  • Experience implementing help desk software and training programs.
  • Familiarity with ITIL or similar frameworks is a plus.
  • Strong understanding of IT support operations, systems, and enterprise technologies.
  • Knowledge of IT Service Management (ITSM) frameworks, preferably ITIL.
  • Experience analyzing metrics and producing operational reports.
  • Contributing to IT operational strategy and participating in annual planning.
  • Driving continuous improvement initiatives and adopting ITIL best practices.
  • Owning the maturity roadmap for the Help Desk function.

Physical Demands

This position requires the ability to perform work for extended periods while seated and/or standing for extended periods, as business needs dictate and using a computer and standard office equipment, with or without reasonable accommodation. Occasional travel may be required, up to approximately 15%. May also have to do some light lifting of supplies and materials from time to time. Ability to lift to 30 lbs. independently and up to 50 lbs. with assistance. The ability to effectively manage multiple tasks, priorities, and requests simultaneously in a fast-paced environment is required.

Position Type/Expected Hours of Work
This is an Exempt Level Position; Monday – Friday, 8:00am-5:00pm; schedule would be based on business necessity and coordinated through the reporting supervisor.

This job description is not intended to be all-inclusive, and employees may perform other duties as directed. All employees are expected to perform any reasonable task or request that is consistent with fulfilling company goals and objectives.

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Privacy Notice (CCPA)

VALLARTA SUPERMARKETS

NOTICE TO JOB APPLICANTS (1/1/2023)

California Consumer Protection Act (“CCPA”)/California Privacy Rights Act (“CPRA”)

This notice explains to you, pursuant to the California Consumer Protection Act (“CCPA”)/California Privacy Rights Act (“CPRA”), how Vallarta Supermarkets, and related entities, (the Company), may collect your information in relation to your application for potential employment with the Company.

  1. Personal Information

For purposes of this notice, “Personal Information” means information that identifies, relates to, describes, is capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular California resident or household, or as otherwise defined under the CCPA/CPRA, including consumers, employees, and job applicants.

“Personal Information” does not include certain information, including publicly available information lawfully made available from government records, deidentified or aggregate information, or other information excepted under the CCPA/CPRA.

  1. Information We Collect about Applicants

We need you to provide certain information in order for you to complete your application for employment with the Company. The following provides the categories of Personal Information we may collect about applicants as part of the application process, and/or our employees if ultimately hired.

  1. Personal Identifiers. We may collect your name, driver’s license or state identification card number, passport number or other government identification number (including U.S. work authorization number), Social Security information, residence/postal address, email address(es), phone number(s), and other contact information during the application and recruitment process. We may collect your emergency contact information as well. If you are hired, we may collect additional personal identifiers about you to facilitate the employment relationship.
  1. Characteristics of Protected Classifications under California or Federal law. We may collect your age, date of birth, race, ethnicity, sex/gender, and marital status.
  1. Biometric Information. We may collect your fingerprints to facilitate the employment relationship, if you are hired, and required as part of the hiring/employment process.
  1. Professional or Employment-Related Information. Depending on your role/duties with the Company, we may collect information regarding your criminal history, driving history, and credit history as part of our employment background check. We also collect information regarding your professional and employment history and other qualifications you provide in your employment application, including references, skills/abilities, employment goals and expectations, and other related information (if you choose to provide them).
  1. Education Information. We collect information regarding your professional and education history to the extent provided in your resume/application.
  1. Thermal or other Health-Related Information. If you apply in-person or come to our worksite(s) as part of the application process, we may need to take your temperature or other similar information as part of our health protection policies. However, this information is not retained, and will only be obtained if required by law.
  1. Additional Information.  We may gather information about your potential employment with the Company, such as the company location/facility to which you are assigned, position and description of duties, fulltime and part-time status, pay rate, as well as descriptions about your job performance and skills. 
  1. Purposes for Collection of Your Personal Information

We use the above categories of personal information for the following business purpose(s):

  1. To make recruitment and employment decisions, including assessing your application and qualifications for employment with us.
  2. To conduct and verify background checks (where applicable).
  3. If hired, to facilitate onboarding, payroll, benefit, and leave of absence administration
  4. For security purposes.
  5. To obtain and/or maintain insurance policies and coverage.
  6. To comply with applicable federal, state, and local laws and regulations.
  7. To manage workers’ compensation claims and conduct workplace investigations.
  1. Third-Party Collection of Personal Information

The Company may use third-party vendors, such as Alliance Background, to facilitate the application process for applicants. In this process, these third parties may collect an applicant’s personal information and provide it to us for employment decisions.

  1. Additional CCPA/CPRA Disclosures

At this time, the CCPA/CPRA does not afford applicants or employees the right to make requests regarding their Personal Information as it relates to the application and/or employment relationship. This does not affect other rights you may have under other laws.

Further, nothing in this notice restricts the Company’s rights or ability to:

  1. Comply with applicable federal, state, and local laws and regulations.
  2. Meet any other legal obligation, including complying with lawful inquiries, investigations, subpoenas, court orders, or other requirements of applicable lawful authorities.
  3. Exercise its legal rights and defend claims.
  4. Report potentially unlawful activity to appropriate law enforcement and cooperate in any resulting investigation.
  5. Detect and respond to unauthorized activity and security incidents.
  6. Protect against and report potential illegal activity and/or fraud; or
  7. Provide information to our service providers in relation to the above listed purposes, or transfer information as part of a merger, acquisition, or other transfer of some or all of our business to another party.