IT Manager - Associate Experience RRT

Ferguson Enterprises•Newport News, VA

2d•Hybrid

About The Position

The Associate Experience (AE) Rapid Response Team (RRT) Manager leads the day-to-day operations and development of an AE RRT team. The role ensures timely restoration of business technology services by directing incident response, managing customer escalations, balancing incoming demand, and coordinating clear communications with associates, business customers, and technology partners. The manager develops team capability through coaching and regular feedback, uses service data to improve performance and prevent recurring issues, represents the team in projects and leadership forums, and implements the broader AE RRT strategy while maintaining a customer-first culture focused on getting associates back to work. This is a hybrid role based at Ferguson’s headquarters in Newport News, Virginia, with a Flex schedule of three days in the office and two days remote. The position works closely with various team members to ensure smooth IT service operations and achievement of organizational goals.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field.
3–5 years of experience in IT operations, incident management, or a similar role.
Ability to organize and prioritize work effectively.
Strong written and verbal communication skills.
Proficiency in developing and delivering effective presentations to groups.
Ability to lead and motivate individuals and teams.
Proficiency in operating computers, tablets, and mobile devices.
Knowledge of Microsoft Office software, including Outlook, Word, Excel, PowerPoint, and Access.

Responsibilities

Directly manage a team of IT professionals, including workforce planning and scheduling, regular one-on-ones, goal setting, performance reviews, recognition, development planning, and job-status recommendations in accordance with company policies.
Assess incoming demand, business impact, staffing capacity, and active incidents in real time; adjust priorities and resource assignments to maintain service coverage, accelerate restoration, and communicate changes to the team and business customers.
Manage, mentor, and coach team members to build technical expertise and strong response protocols.
Promote a culture of collaboration, accountability, and continuous improvement within the team.
Support business objectives by prioritizing and tracking projects, managing intake of new work initiatives, and streamlining current responsibilities.
Lead customer concerns and major-incident response for associate-facing technology issues by confirming impact, engaging appropriate escalation or on-call teams, coordinating customer communications, driving service restoration, and ensuring follow-up actions address recurring causes.
Identify and address associate concerns, communicate expectations and applicable policies, resolve conflicts promptly and fairly, and escalate issues when necessary.
Develop, implement, and maintain processes and procedures that support IT strategic plans and broader Ferguson plans.
Approve budgeted expenditures within established limits or oversee a portion of an established budget; the role has no expenditure budget-setting responsibilities.