Manager END USER Support

Manager, End User Support

We are seeking a dynamic and experienced Manager to lead our End User Support team, reporting to the Director of Infrastructure. This is a high-impact role that requires both strategic foresight and hands-on execution. You will be responsible for shaping the future of end-user service delivery at Food City – continuing the legacy of defining and exceptional support looks like and building the systems, mentoring the team to achieve it.

You'll lead a team that supports a diverse and distributed workforce, ensuring seamless and secure access to the tools and services employees need to thrive. Your leadership will help transform support into a proactive, data-driven, and automation-enabled function that scales with Food City's growing needs.

Key Responsibilities

• Team Leadership & Development
• Lead, mentor, and manage a team of end user support specialists across multiple locations.
• Foster a culture of accountability, continuous improvement, and customer-centric service.
• Operational Excellence
• Own the delivery of IT support services, ensuring responsiveness, reliability, and user satisfaction.
• Establish and monitor key performance indicators (e.g., SLA adherence, CSAT, resolution time) to drive accountability and process improvement.
• Implement ITIL-based best practices for incident, request, and problem management.
• Analyze support trends to identify root causes and implement preventative solutions.
• Technology & Automation
• Drive the adoption of modern support tools and platforms (ticketing, remote support, knowledge management, endpoint management).
• Expand automation and self-service capabilities to streamline workflows and empower users.
• Collaborate with Security, Infrastructure, App Support, In-Store Services, and App Development teams to maintain a secure and consistent user environment.
• Customer Experience & Enablement
• Act as the voice of the end user within IT, proactively identifying and addressing friction points.
• Lead initiatives to improve onboarding, access provisioning, and digital literacy.
• Develop scalable communication and training programs that increase user confidence and engagement.
• Endpoint Management
• Develop and implement enterprise-wide standards for endpoint configuration, security, and lifecycle management.
• Oversee deployment, maintenance, and support of desktops, laptops, mobile devices, and peripherals.
• Asset & Inventory Oversight
• Manage the tracking, procurement, and retirement of IT assets.
• Ensure accurate inventory records and compliance with asset management policies.
• Process & Policy Implementation
• Establish and enforce IT support policies, procedures, and best practices.
• Collaborate with cross-functional teams to align support operations with business goals.
• Financial & Vendor Management
• Manage team budget and resources, balancing performance and cost-efficiency.
• Evaluate, select, and oversee vendors providing support technologies or outsourced services.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 5+ years of experience in IT support.
• Proven ability to manage large-scale support operations and deliver high-impact results.
• Strong knowledge of endpoint management tools, ITIL practices, and asset tracking systems.
• Excellent communication, organizational, and problem-solving skills.
• Experience in retail or grocery industry is a plus.

Benefits of working for Food City:

401(k) with company match, Employee Stock Ownership Plan, Weekly Pay Checks with Direct Deposit, Company paid Life and Disability Insurance, Medical Plan with wellness benefits, Dental Plan, Paid Holidays, Paid Vacations, Associate Offers, and so much more!

About Food City:

Food City is a privately held, family-owned company with a driving mission to "run the best store in town." Dedicated to giving back to the communities we serve, we encourage our associates to get involved with their local civic organizations. We consider our associates to be our greatest asset. Over 13% of the company is currently owned by our associates through our employee stock ownership plan, promoting tremendous pride in the services and products we provide. Whether your passion is baking, accounting, or trucking, Food City has a promising career opportunity for you. We offer flexible schedules to ensure our associates have ample time to spend with family and friends. If you're looking for a great career or the opportunity to try something different, consider becoming part of the Food City family.