User Support Manager: Experience & Automation Leader

Rehrig Pacific Company, Inc.; Lawrenceville (GA); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Time Off

Paid Holidays

401k & ESOP

Profit Sharing

Tuition Reimbursement

Job summary

Rehrig Pacific Company is seeking a User Support Manager to lead the frontline user experience team and ensure adoption of core tools such as O365, SharePoint, Jira and other applications.

You will set standards, coach staff, and drive continuous improvement. The role emphasizes collaboration with IT, operations, and security to deliver reliable technology support across the organization.

Qualifications

• Bachelor’s degree in computer science, Information Systems, or related field or equivalent experience.
• 3+ years of experience leading technical support, service desk, or user support teams.
• Strong knowledge of IT service management (ITSM) principles, processes, and tools (Jira preferred).
• Demonstrated ability to improve service delivery operations and customer experience outcomes.
• Experience managing and developing technical teams in a customer-facing environment.
• Strong problem-solving, communication, and stakeholder management skills.
• Familiarity with system infrastructure, enterprise applications, and end user computing environments.
• Experience with project management methodologies; Agile experience preferred.

Responsibilities

• 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.
• New User Onboarding Experience: Own the technology onboarding experience for new team members, ensuring a smooth, predictable, and well-supported transition.
• Visual Analytics, KPI Management & Accountability: Maintain dashboards, drive coaching decisions, and report on team performance.
• Continuous Improvement, Automation & Self-Service: Drive reductions in ticket volume through automation and self-service tooling.
• Partner effectively with Application Services, Infrastructure, and Security to resolve issues and improve user experience.
• Own the escalation path when a support issue reveals a product defect and ensure proper handoff.

Skills

ITSM knowledge

Jira

Leadership

Stakeholder management

Communication

Problem solving

Education

Bachelor's degree in Computer Science / Information Systems or related field

Tools

Jira

Office 365

SharePoint

Job description

Rehrig Pacific Company is seeking a User Support Manager to lead the frontline user experience team and ensure adoption of core tools such as O365, SharePoint, Jira and other applications.

You will set standards, coach staff, and drive continuous improvement. The role emphasizes collaboration with IT, operations, and security to deliver reliable technology support across the organization.