Supervisor - Technical Assistance Center

Company: Raley's Supermarkets
Location: West Sacramento
Posted on: May 25, 2023

Job Description:

Overview:Who We Are The Raleys Companies is a private, family-owned, and purpose-driven retail company headquartered in West Sacramento, CA. Since our founding in 1935, our store operations have grown to include more than 235 locations across four states and four Tribal Nations under eight well-known banners: Raleys, Bel Air, Nob Hill Foods, Raleys O-N-E Market, Bashas, Food City, AJs Fine Foods and Bashas Din Market. In addition, The Raleys Companies bridges the divide between the physical and digital retail experiences through the operation of Apium Logistics, Fieldera and FieldTRUE. Built on a higher purpose, the organization and our over 21,000 employees are committed to quality offerings, exceptional service and doing right by our team members, communities, and planet. Today, the Raleys, Bel Air Markets, Nob Hill Foods and Raleys O-N-E Market banners carry on the legacy of innovation by serving as more than grocery stores. Our purpose of changing the way the world eats, one plate at a time, has made Raleys a trusted source for nutrition and wellness. We strive to enhance transparency and education in the food system to help customers make more informed, healthy food choices. We also serve as the destination for the best fresh products, affordable offerings, and personalized service.Perks & Benefits:Competitive compensation, paid weeklyEligible for annual incentive bonusRetirement Savings Plan - 401(k) including company contributions and matching fundsTuition Reimbursement for qualified coursesScholarship opportunities for continued educationMedical, dental, and vision insurance for yourself and eligible dependentsPaid time offFamily leave and time offLife insuranceWellness Programs (Raleys Healthy Lifestyles)Flexible Spending Account (pre-tax - commuter, childcare, and medical expenses)Health Savings AccountCorporate store and discount programs (10% off groceries, free items)Discounts to amusement parks, gym memberships, mobile phone plans, etc. Employee Assistance Program (free financial, legal, and mental health services)Charitable contribution opportunity and volunteer time off and community eventsFull on-site fitness centerOn-site pop up grocery marketOn-site all you can eat fruit barLaptop and mobile device (Mac is an option!) Compensation:The range displayed reflects the range the company reasonably expects to pay for the position. The actual compensation offered to the selected individual(s) will depend on their relevant education, training, or experience, among other bona fide factors.Expected Minimum Pay Rate:USD $71,300.00/Yr.Expected Maximum Pay Rate:USD $92,700.00/Yr.Responsibilities:What You Will DoThe role of the Supervisor, Technical Assistance Center (TAC) is to ensure the smooth operation of technology and IT systems on all platforms and provide direction, supervision and hands on assistance to the TAC team. The Technical Assistance Center provides both responsive and rapid front line technical support for all hardware and software to end-users as a help desk function, effectively triaging, escalating, and managing multiple issues to ensure resolution in a quality customer-oriented fashion, aligned to standards, procedures and protocols in place to address questions and problems encountered by users. This role makes decisions relative to escalating problems encountered to appropriate IT resources. How You Will Make A Difference

• You will oversee the day to day (24x7) operations of a group of team members in the Technical Assistance Center (TAC), applying independent judgement and decision-making to provide guidance to the Technical Support Specialists.
• You will implement efficiencies, identify processes that may be automated or made more efficient or effective for the end-user experience, and contribute to automating processes and procedures.
• You will apply advanced knowledge of professional principles and practices to meet department goals.
• You will provide incident management coordination for escalations and urgent issues.
• You will interview, select, evaluate and recognize team member results and actions.
• You will supervise with operational focus; initiating and communicating a variety of personnel actions.
• You will facilitate individual opportunities for on-going self-development and team efforts to identify process improvements and cost savings.
• You will contribute to a constructive work environment through communication and champion change.
• You will review expenses and payroll time records; tracking records and audits for accuracy.
• You will provide support and guidance on system operations and automation processes.
• You will ensure the smooth operation of software and internet applications, email and phone systems. Resolve internet and networking issues or escalates as appropriate.
• You will manage TAC team efforts department policies, and projects to provide highly effective help desk customer support.
• You will implement and measure the effectiveness of process or operational policies, recommending changes in operating procedures, and communicating changes to the TAC team.
• You will develop and manage the budget for ITSM solutions supporting the helpdesk.
• You will measure and manage vendor Service Level Agreements (SLAs). Qualifications:Who You Are
  You like to work in a fast-paced environmentYou take initiative You are detail-oriented and value accuracyYou demonstrate strong verbal and written communication skillsYou have the ability to gain alignment across a diverse stakeholder group around priorities and plans in support of key business objectivesYou have a strong background in technology How you align with our FAMILY valuesFearless: Youre passionate about solving complex problems.Accountable: Your work shows you care, and you care as much as your passion for people.Memorable: You make lasting impressions and connections.Inspiring: Youre not afraid to THINK BIG!Learning: You are consistently learning and staying up to date with current business and professional trends.YOU: You make an immediate and lasting impact in everything you do. Must Haves:

  • A. /B.S. in Computer Science or related subject, or equivalent combination of experience and education.
  • A minimum of six or more (6+) years IT experience related to increasingly responsible help desk and technical support roles, including as a Lead, in a similar IT retail environment.
  • A minimum of three or more (3+) years developing ITSM Service desk processes and procedures.
  • Experience with Microsoft O365 (Outlook, Word, Excel etc.).
  • Experience with technologies such as virtualization, public/private cloud, and wireless applications.
  • Experience serving as liaison between the help desk function and the rest of the IT organization, as well as, directly with customers both external, and in business units.
  • Experience configuring and managing switches and routers and other networking hardware.
  • Project management experience in a cross-functional environment.
  • Applies basic knowledge and understanding of IT technologies, and vendor solutions e.g., virtualization, public/private cloud, and wireless.
  • Basic knowledge of Application and Network Security including multifactor authentication, database access protection, identity lifecycle management and governance impact on the user experience.
  • ITIL V3 or V4 Foundation Certification preferred. Internal Applicants: No disciplinary action during the past 6 months. Your current leader must recommend that you apply for this position and provide endorsement upon request from HR. You must upload a resume and answer all application questions.

Keywords: Raley's Supermarkets, West Sacramento , Supervisor - Technical Assistance Center, IT / Software / Systems , West Sacramento, California