Service Desk Supervisor - Bakersfield, United States - NEW CARROT FARMS LLC

NEW CARROT FARMS LLC

Verified Company

Bakersfield, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

THE ROLE:

This position will report to the
:Manager
Infrastructure & Information Security:
Location
:Bakersfield, CA:
FLSA Status
:Exempt:
Employment Category
:Full Time

STRONG HISTORY. EXCITING FUTURE.

Established in 2023, New Carrot Company, operating under the name Bolthouse Fresh Foods, is headquartered in the California Central Valley community of Bakersfield.

Specializing in carrot production, the company caters to both retail and food service operations and is renowned for its Bolthouse Farms brand, widely distributed in major retailers across the United States and Canada.

Bolthouse Fresh Foods is a subsidiary of Butterfly Equity, a Los Angeles-based private equity firm with a specialty in the food sector.

Butterfly Equity's expertise spans the entire food value chain, from 'seed to fork,' with a focus on agriculture & aquaculture, food & beverage products, food distribution, and foodservice.

Bolthouse Fresh Foods has approximately 1,600 employees.

WHAT YOU'LL BE RESPONSIBLE FOR IN THIS ROLE

JOB DUTIES:

Manage/control service desk performance through:
Continuous SLA tracking/reporting
Measuring customer satisfaction
Continuous improvement in service capabilities, customer interaction, and performance
Provide feedback and coaching to supervised employees.
Review employee feedback from surveys and recommend adjustments in SOP's and other processes.
Develop metrices and reporting to effectively monitor performance.
Create and update/modify standard operating procedures (SOP's) for the Service Desk and PC Technicians, provide training on them, and ensure adherence.
Ensure proper technical and soft skills training and support for the IT Services team.
Provide Technical Support to the User Community if needed
Support companywide communications related to planned and emergency maintenance.
Review/approve time worked on a weekly basis in the prescribed Time and Attendance system.
Manage/Monitor and report on employee overtime.
Set schedules for shift work and oncall coverages.
Manage any changes due to staffing levels, illness, leave, PTO or other considerations to accommodate any special business needs.
Ability to monitor the call queue and effectively address submitted incidents as needed.
Participate in the interview process for new team members.
Develop Training and How-To documentation as needed for the User Community
Work closely with Systems and Network Admin Teams on High & Critical Projects & Incidents.
And other duties as needed if assigned.

WHAT WE'RE LOOKING FOR

Minimum Qualifications:

2+ years of supervisory or team lead experience, preferably in an IT area
5+ years' experience with Microsoft desktop technologies
5+ years' experience with desktop software including Office 365 (or MS Office, Web Browsers, Citrix, etc
5+ years' experience with Active Directory and group policies
Knowledge of ITIL processes
Valid State Driver License and clean driving record

Preferred Qualifications:

Experience with Time & Attendance systems (preferably Kronos/UKG)
ITIL Foundation (or higher level) Certification
Experience of ITIL based IT support software, iVanti preferred
Knowledge of manufacturing environments a plus

PHYSICAL DEMANDS:

Lifting up to 20 pounds.
Climbing stairs.

HOURS & WORKDAYS:

Monday thru Friday, 8:00 AM 5:00 PM Pacific Time
May require oncall support during off hours and weekends

WHAT WE OFFER

Our rich benefits packages are designed to support the health and well-being of both our eligible co-workers and their families.

Medical
Dental
Vision
Group Life and AD&D
Voluntary Life and AD&D
Group Short-Term Disability
Group Long-Term Disability
Flexible Spending Accounts
Employee Assistance Program
401(k)
Paid Time Off

EQUAL EMPLOYMENT OPPORTUNITY

REASONABLE ACCOMMODATIONS

RECRUITMENT AGENCIES:

Bolthouse Fresh Foods does not accept unsolicited agency resumes. Bolthouse Farms is not responsible for any fees related to unsolicited resumes.