User Support Manager

Rehrig Pacific Company; Pleasant Prairie (WI); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical

Dental Vision and Life Insurance

Paid Time Off

Paid Holidays

401k & ESOP

Profit Sharing

Tuition Reimbursement and more!

Job summary

Rehrig Pacific Company is seeking a User Support Manager to lead the frontline experience for team members, ensuring effective adoption of core tools like O365, SharePoint, and Jira. You will establish standards, coach staff, and partner with IT, Applications, and Security to improve onboarding and support quality.

You will maintain dashboards, drive continuous improvement, and foster a culture of accountability, collaboration, and customer-centric service across the organization.

Qualifications

• Experience leading a user support or IT service desk.
• Proven ability to coach teams and improve service levels.
• Strong communication and collaboration with cross-functional partners.

Responsibilities

• Lead a frontline user experience team and define performance standards.
• Maintain ticketing discipline, SLA targets, and escalation paths.
• Own onboarding and improve the new-hire tech support experience.
• Develop dashboards to track ticket volume and KPI metrics.
• Drive automation and self-service to reduce avoidable tickets.
• Partner with IT, Security, and Applications to resolve issues.

Skills

Team leadership

People management

Service delivery

Stakeholder communication

Tools

O365

SharePoint

Jira

Administrative systems

Job description

JOB REQUIREMENTS

Must live within 90 minutes of a Rehrig Pacific Company's facility in Atlanta GA, Buckeye AZ, Dallas TX, Desoto KS, Erie PA, Kenosha WI, or Orlando FL.

Benefits

• Medical
• Dental Vision and Life Insurance
• Paid Time Off
• Paid Holidays
• 401k & ESOP
• Profit Sharing
• Tuition Reimbursement and more!

Purpose of the Role

The User Support Manager is accountable for leading the people, processes, and service standards that create an excellent technology experience for Rehrig Pacific team members. This role manages the frontline user experience team and ensures users can effectively adopt and use core technology tools and applications, including O365, SharePoint, Jira, Quick, and other administrative systems, including tools created through the AI-DLC development lifecycle. Operating through Rehrig Pacific Values and a human-centered leadership approach, this manager builds a responsive, collaborative, accountable, and continuously improving support organization that reduces friction, improves onboarding, strengthens user confidence, and enables team members to do their best work. The manager is expected to set context, define standards, coach performance, remove barriers, and ensure work is assigned, completed, measured, and improved with clear ownership.

Areas of Accountability

• People Leadership, Culture & Rehrig Pacific Values
• Lead, coach, and develop a high-performing user experience team aligned with Rehrig Pacific Values.
• Set clear role expectations, provide direct and timely feedback, and hold team members accountable for outcomes with care and respect.
• Build a team culture of ownership, continuous improvement, and professional service.

End User Experience & Service Delivery

• Ensure users receive timely, professional, and effective technology support with clear communication and minimal friction.
• Maintain and enforce ticket standards, SLA targets, and escalation discipline across the team.
• Provide Tier 1 support for tools and applications, including those created through the AI-DLC development lifecycle, ensuring users have a consistent support path regardless of how a tool was built.

New User Onboarding Experience

• Own the technology onboarding experience for new Rehrig Pacific team members, ensuring a smooth, predictable, and well-supported transition.
• Partner with Human Capital and IT to maintain current onboarding materials, access provisioning, and readiness checklists.

Visual Analytics, KPI Management & Accountability

• Maintain and present visual dashboards that track ticket volume, SLA performance, backlog aging, reopen rates, and escalations.
• Use analytics to drive coaching decisions, prioritization, and continuous improvement actions.
• Report on team performance to the Director with transparency and clear root-cause analysis.

Continuous Improvement, Automation & Self-Service

• Drive a 35% reduction in avoidable ticket volume through identifying and executing automation and workflow creation in Jira, self-service tooling and root-cause elimination.
• Develop and maintain knowledge base articles, training content, and user-facing guidance that enable team members to resolve issues independently.
• Identify patterns in support requests that signal training gaps, design problems or systemic issues requiring upstream resolution.

Cross-Functional Partnership & Defect Escalation

• Partner effectively with Application Services, Infrastructure, and Security to resolve issues, align on standards, and improve the user experience.
• Own the escalation path when a support issue reveals a product or application defect, ensuring clear handoff to Application Services with documented reproduction steps, business impact, and user communication until resol

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