User Support Manager: Tech Experience & Onboarding Lead

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

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.