Vallarta Supermarkets · 13 hours ago
IT Helpdesk Manager
Santa Clarita, CA
Full-time
Onsite
Senior Level
$85K/yr - $100K/yr
5+ years expVallarta Supermarkets is seeking an IT Helpdesk Manager to lead their IT Help Desk team and oversee daily operations. This role is focused on driving operational excellence and improving customer satisfaction through effective management of help desk processes and staff.
Consumer GoodsFood and BeverageGrocery
Hiring Manager
Claudia Sepulveda
Responsibilities
Manage, coach, and mentor Help Desk staff, including hiring, onboarding, training, and performance evaluations
Define team goals, performance metrics, and service expectations
Schedule and allocate resources to maintain adequate support coverage
Foster a collaborative, customer-focused support culture
Oversee daily Help Desk operations, ensuring timely response and resolution of incidents and service requests
Function as an escalation point for complex or high-priority issues
Defining, tracking, and reporting on KPIs such as SLA, backlog trends, MTTR, ticket aging, and customer satisfaction scores
Monitor ticket queues, workflows, and workload distribution within Freshservice
Ensure adherence to SLAs, operational standards, and best practices
Monitor tickets and incidents to identify emerging trends and longer-running unresolved issues. Hold peer IT teams and vendors accountable for action plans and resolution
Analyze performance metrics such as ticket volume, resolution time, and customer satisfaction
Identify trends, reoccurring incidents, and opportunities for process improvement
Present KPI dashboards to leadership and recommend operational improvements
Act as the primary Freshservice administrator, responsible for system governance, configuration changes, and continuous improvement of the ITSM platform
Partner with IT leadership to align Freshservice usage with ITIL best practices and business needs
Maintain and improve incident, request, problem, and change management processes
Develop and manage knowledge base articles and self-service resources
Collaborate with other IT teams to coordinate issue resolution and service delivery
Manage relationships with external IT vendors, ensuring compliance with contractual obligations and service-level commitments
Review vendor performance dashboards and escalate recurring issues or SLA breaches as needed
Coordinate root cause analysis (RCA) with vendors to ensure timely and effective corrective actions
Communicate service status, trends, and escalations to stakeholders and leadership
Collaborate with cross‑functional teams to support IT projects and system changes that drive business and operational goals
Ensure Help Desk processes maintain compliance with IT security, PCI, data privacy regulations, and internal audit requirements
Review user feedback and implement service improvements
Advocate for users while balancing technical and business needs
Serve as a liaison between the Help Desk and other IT functions to ensure seamless escalation, communication, and service delivery
Qualification
Required
Bachelor's degree in information technology, Computer Science, or related field
Minimum of 5 years of experience in IT support or help desk operations, with at least 2 years in a supervisory role
Comprehensive knowledge of IT concepts, principles, and best practices
Experience implementing help desk software and training programs
Familiarity with ITIL or similar frameworks is a plus
Strong understanding of IT support operations, systems, and enterprise technologies
Knowledge of IT Service Management (ITSM) frameworks, preferably ITIL
Experience analyzing metrics and producing operational reports
Contributing to IT operational strategy and participating in annual planning
Driving continuous improvement initiatives and adopting ITIL best practices
Owning the maturity roadmap for the Help Desk function
Strong leadership and team management skills
Excellent oral and written communication abilities
Technical expertise in PC hardware, software applications, networking, and troubleshooting
Ability to foster teamwork and maintain a customer-focused approach
Strong problem-solving and research skills
Familiarity with help desk software and IT service management tools
Ability to prioritize tasks and manage multiple projects simultaneously
Leadership and decision-making skills
Ability to foster collaboration and teamwork
Commitment to continuous learning and technical proficiency
Technical proficiency and continuous learning mindset
Comfortable working cross-functionally and with all levels of management and team members
Manage several requests and situations at one time or simultaneously (multitask)
Company
Vallarta Supermarkets
Vallarta Supermarkets is a grocery store that sells meat products.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
David H.
Chief Operating Officer
Tina Notis
Director of GM|HBC|CANDY|COOKIES|CHIPS Procurement
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