User Support Manager

Job Requirements

Must live within 90 minutes of a Rehrig Pacific Company facility in Atlanta GA, Buckeye AZ, Dallas TX, Desoto KS, Erie PA, Kenosha WI, or Orlando FL. Great benefits including: Medical, Dental, Vision and Life Insurance; Paid Time Off; Paid Holidays; 401k & ESOP; Profit Sharing; Tuition Reimbursement and more!

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.
• 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.

• 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.

• 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 resolved.