Sr. Manager, Service Desk - Info Technology at Refresco

Make a Difference in YOUR Career!

Our vision is both simple and ambitious: to put our drinks on every table.  

We are the leading global independent beverage solutions provider. We serve a broad range of national and international retailers as well as Global, National and Emerging (GNE) brands. Our products are distributed worldwide from our production sites in Europe, North America, and Australia. Although our own branding may not appear on the labels of the beverages we produce, there is a good chance you are reading this while sipping one of our drinks.

Our ambition is to continually improve and it’s what keeps us at the top of our game. We are solutions-based. We are innovative.  We seek out new challenges and conquer them.  This is our company ethos, but it’s our people’s too: Refresco is at the cutting edge of a fast-moving industry because we have passionate people pushing the boundaries of what’s best.

Stop and think: how would YOU put our drinks on every table?  

Position Description

We're seeking a self-motivated and highly experienced leader who is passionate about improving process efficiencies across multiple toolsets and systems to help reduce customer effort and coach continuous process improvement. The IT Sr. Manager works with technology teams and business partners to co-create value across the organization through delivery and optimization of IT Services. We're seeking someone who understands customer support from operational, process & policy, and can make strategic decisions with a lean process improvement mindset.

Essential Functions:

• Oversee the day-to-day Information Technology Technical Services, Systems Administration, Service Desk and End User Technology.
• Develop and implement advanced information technology strategies that place Refresco at the forefront of the industry.
• Provide innovative solutions to our clients that deliver value in terms of cost, functionality, and reliability.
• Design, implement, and maintain ITSM processes and workflows based on ITIL best practices.
• Configure, customize, and manage our ITSM (EasyVista) Platform.
• Ensure that all ITSM processes are aligned with business objectives, service level agreements (SLAs), and regulatory requirements.
• Collaborate with cross-functional teams to identify areas for improvement and implement changes accordingly.
• Develop and maintain documentation, user guides, and training materials to support ITSM processes and tools.
• Work with internal teams and external customers to limit planned and unplanned downtime.
• Ability to conduct reviews for peers and subordinates around architecture and design and evaluate the quality of IT deliverables.
• Ensure seamless, best-in-class customer service and problem solving for customers of Refresco.
• Work in consultative fashion with other department heads as an advisor of technologies that may improve their efficiency and effectiveness and supports the company’s mission and values.
• Effectively lead, support, and develop a talented information technology staff.
• Develop operational and capital budgets as they relate to information technology and manage costs to agreed upon budgets.
• Manage project assignments and workload for team members, manage requirements and recommendations for purchases of software and hardware used for Refresco's IT environment.
• Improve employee efficiency and workflow through the deployment of information technology tools.
• Support the efforts of the Company’s Privacy and Security Officer to ensure the Company’s compliance with applicable HIPAA Security regulation.
• Define KPIs that support the objective of developing a world class IT Support organization with and emphasis of ITIL best practices and a holistic ITSM mindset.
• Develop and implement all IT endpoint policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision.
• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all IT endpoint systems.

Education and Experience:

• 6+ years of operational leadership experience leading a Service Desk End User Technology and Field Services organization.
• 5+ years of experience in ITSM administration (i.e., Service Desk, Knowledge Management, Asset Management, Product Catalog, Self-Service, Workflows, etc.).
• Demonstrated ability to design, develop and implement moderate to complex ITSM enterprise solutions.
• Bachelor’s degree in Computer Science/Information Technology or in Business field with experience in IT
• Strong desire to build and create efficiency through processes and workflows.
• Comprehensive knowledge of IT best practices, trends, and processes
• ITIL Foundation Certification preferred.
• Excellent written and spoken communication, motivated, and organized.
• You have a great customer-oriented attitude and are motivated, coachable, and competitive, and want a successful career in the IT space.
• Must be able to work in a fast-paced environment.

Required Skills and Competencies:

• Highly developed communication skills
• Proven track record of effectively leading, supporting and developing IT individuals and teams in high pressure environments; strong mentoring, coaching experience to lead a team of diverse levels of expertise.
• Ability to partner with peers to achieve day to day and strategic goals.
• Strong technical knowledge of Network, AD, Server, and PC Operating Systems.
• Exceptional customer service orientation.
• Experience implementing ITSM processes including Incident Management, Request Fulfillment, Knowledge Management, Problem Management, etc.
• Experience supporting End User Technology including Windows, patching and updates, virus protection, encryption, and Active Directory.
• Proven experience in IT infrastructure planning and development.
• Ability to present ideas in business-friendly and user-friendly language.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Extensive experience working in a team-oriented, collaborative environment.
• Analytic and decisive decision maker with the ability to prioritize and communicate to staff key objectives and tactics necessary to achieve organizational goals.
• Working knowledge of all information technology functions (Networking, Telecommunications, Systems Administration, Service Desk and Field Services). 
• Problem analysis and problem resolution at both a strategic and functional level
• Ability to organize and manage multiple priorities.
• Excellent project management skills
• Experience working in 24/7/365 environments.
• Demonstrates integrity, strives for excellence in all aspects of his/her work, and has experience in leading others to new levels of effectiveness and programmatic impact.
• Self-reliant, excellent judgment and creative problem-solving skills; results oriented.
• Excellent listening skills, receptive to feedback; ability to filter information and translate into bigger picture.
• Experience developing and managing budgets.
• Unwavering commitment to quality programs and a passion for customer service; ability to understand the customer.
• Humility, integrity, positive attitude, mission-driven and self-directed

A Career with Refresco  

Refresco offers a competitive salary and comprehensive benefits, which include:  

• Medical/dental/vision insurance  
• Life insurance  
• 401(k) savings plan with company match  
• Paid holidays and vacation  
• Well-being benefits  
• Discount programs  

Join Refresco TODAY and enjoy a rewarding CAREER!  

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Employment agencies that have agreements with Refresco Beverages, Inc.,  and have been engaged in a search shall submit résumé to the designated Refresco recruiter or, upon authorization, submit résumé to this career site to be eligible for placement fees.