Help Desk Manager at Associated Food Stores, Inc – Salt Lake City, Utah

WHO ARE WE?

• We are a long-standing organization dedicated to supporting grocery retailers across the Intermountain West for over 85 years.
• Our company prioritizes our team members, their families, and the communities we serve.
• We proudly partner with local organizations to fundraise, donate, and sponsor various charitable activities and events.

WHY JOIN THE TEAM?

• Comprehensive Benefits: Health, dental, vision, life insurance, 401(k), vacation, and sick leave for eligible team members. Some benefits have waiting periods (e.g., vacation accrual, 401(k), tuition reimbursement).
• Perks & Discounts: Team member perks and 10% off groceries.
• Flexible Work: Hybrid schedules available for select positions, combining in-office collaboration with remote flexibility.
• Tuition Reimbursement: Support for continued education.
• Career Growth: Opportunities for advancement within the company.
• Daily Pay: Access earned wages more frequently.

JOB SUMMARY:

The Help Desk Manager oversees a team of Help Desk members and is accountable for the timely delivery of quality technical support to corporate business units. They plan, coordinate, and execute team projects while leading and mentoring staff to meet company goals.

Essential Duties and Responsibilities:

• Plans, coordinates, and executes projects, work assignments, and workloads for Help Desk team members using service management tools.
• Leads and mentors direct reports to help them grow and meet company expectations.
• Oversees the timely and accurate inventory management of all endpoint hardware and software licenses, ensuring lifecycle policies and guidelines are followed.
• Monitors department performance metrics and identifies opportunities for improvement.
• Develops and maintains knowledge-based training materials for Help Desk team members to assist in their daily support activities.
• Assists in day-to-day installation and support of end-user hardware and equipment, and acts as a point of escalation for critical issues.
• Manages and maintains appropriate equipment inventory levels, including ordering and overseeing the endpoint refresh cycle.

Minimum Requirements:

• High School Diploma or equivalent
• Three to five years of job-related experience with demonstrated competence
• Strong technical support experience
• Ability to communicate clearly and effectively in all situations
• Prior experience managing service desk and contact management solutions
• Proven success in troubleshooting and resolving hardware, software, and end-user issues in a timely and satisfactory manner
• Demonstrated skills supporting PC desktop and laptop hardware
• Strong organization and analytical skills
• Outstanding customer service skills
• Regular on-site attendance is required

Note: This list of Help Desk Manager duties and responsibilities is not exhaustive and may be expanded to include additional responsibilities as management deems necessary.

Associated Food Stores is an equal opportunity employer. We prohibit unlawful discrimination against applicants or employees based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other status protected by applicable federal, state, or local laws.