End User Support Manager

C&S Wholesale Grocers, Inc., headquartered in Keene, New Hampshire, is a privately owned company with annual sales of over $19 billion. With compounded double digit growth over the last several years we are currently the 8th largest privately held company in the nation, as ranked by Forbes magazine in 2005.

Founded in 1918, C&S provides wholesale food distribution to grocery chains as well as independent stores throughout the United States, delivering to over 4,100 grocery stores from its distribution centers in Vermont, Massachusetts, Connecticut, Pennsylvania, New York, New Jersey, Maryland, Ohio, South Carolina, Alabama, Tennessee, California and Hawaii.

Job Opening: End User Support Manager

Job Summary:
The End User Support Manager evaluates, manages and directs the End User Support team to ensure quick and accurate responses to all end users. This person will use IT best practices to develop and maintain formal End User Support Manager is responsible for developing and defining a customer-focused support environment to build strong internal relationships while managing customer perceptions and acting as a liaison between the business and IT.

Job Responsibilities: Manage/direct associates to effectively respond to questions on all of our supported software and hardware platforms emphasizing a customer-focused attitude. Ensures all open tickets are effectively resolved in the problem management system and prioritized. Maintain effective follow-up procedures on open tickets to ensure closure of tickets in order to achieve or exceed end user satisfaction. Analyze market trends and procedures and implements improved systems and procedures for delivery of End User services. Perform project management of special software roll outs, as requested by management. Manages and procures new desktop equipment. Management of a 5 person end user support team in two offices. End User Support for 5+ locations.

 

Job Requirements: 5+ years exp. in IT customer related roles. 3+ years recent exp. in a management role. Bachelor's Degree preferred. Superior customer service skills required. Prior exp. supporting more than one location in the desktop hardware arena. Adept knowledge in PC deployment. Knowledge of Windows XP, Novell, Active Directory, PDAs and time clocks. Must have the ability to be on-call.

 

C&S offers excellent benefits including health, dental, vision, company paid life insurance, 401K with company contributions, tuition reimbursement, flexible spending accounts, paid vacation and the opportunity for personal and professional growth.

C&S Wholesale Grocers is an Equal Opportunity/Employer. We adhere to a policy of making all employment decisions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other protected characteristic.  

 

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