Technical Support Manager

Brookshire Grocery Company•Tyler, TX

About The Position

The Technical Support Manager leads the technical support team and oversees the efficient operation and maintenance of IT infrastructure, including servers, operating systems, VMware environments, backup technologies, and databases. The role oversees installation, maintenance, upgrades, and testing of critical systems while ensuring high levels of support and service delivery. The position manages support staff, budgets, vendors, projects, and relationships with IT management, company leaders, and external partners. It ensures systems and support activities meet company standards and industry best practices, maintains system and procedure documentation, and supports continuous improvement in service quality and system reliability. The role may require on-call work, flexible schedules including nights, weekends, and holidays, and occasional travel to offsite or out-of-town locations.

Requirements

Bachelor’s degree in computer science, Information Technology, or a related field.
Five or more years of experience in a technical support leadership role, with a proven track record of managing IT infrastructure and support services.
Advanced knowledge of system administration associated with SAP ERP, VMware, SAN, and backup systems.
Advanced skills and experience with database systems, including HANA, SQL, and DB2.
Advanced knowledge of systems analysis and design techniques.
Advanced knowledge of installed hardware and software systems and telecommunications network design.
Advanced knowledge of installed applications, data processing functions and structures, and support needs.
Advanced knowledge of SAP reporting and transactional applications.
Intermediate project management skills, including establishing task completion hours and priorities, allocating tasks, and monitoring schedules.
Intermediate knowledge of Microsoft Office applications, including Excel, Access, Word, Outlook, and PowerPoint.
Basic mathematical skills and ability to interpret technical instructions in mathematical or diagram form.
Ability to learn new technology systems, methods, and processes.
Ability to communicate effectively in writing and verbally with partners, company leaders, and vendors.
Ability to analyze complex information, reason, form concepts, recognize and solve problems, research information, establish facts, and draw valid conclusions.
Ability to prepare reports and business correspondence, comprehend and interpret information, and present information in presentation or diagram form.
Ability to lead and motivate others and maintain confidentiality regarding sensitive information.
Ability to review, analyze, and interpret business periodicals, professional journals, proposals, technical procedures, and governmental regulations.
Must be 21 years of age or older to drive for Company business in accordance with the BGC Business Driver Policy.
Physical ability to use close and distance vision, depth perception, or focus; talk and hear; reach, touch, handle, and perform fine finger movements; and sit for long periods.
Occasional ability to push, pull, maneuver, or lift objects up to 40 pounds, bend, kneel, squat, stand, or walk.

Nice To Haves

Advanced degrees or certifications in IT management, VMware, or similar technologies.
Technical background in IT systems, including servers, VMware, databases, and backup technologies.

Responsibilities

Oversee maintenance and support of IT infrastructure, including server environments, operating systems, VMware, backup solutions, and database management.
Lead the technical support team in assisting users and resolving technical issues, and develop strategies to improve support processes and user satisfaction.
Plan and execute system upgrades and maintenance while minimizing disruption to business operations.
Monitor system performance, schedule improvements, and ensure data integrity through effective backup strategies.
Manage the IT support budget and make investment decisions regarding hardware, software, and training.
Liaise with vendors, evaluate proposals, and manage contracts for IT infrastructure products and services.
Work with IT management, company leaders, and external partners to align support services with business objectives and communicate project requirements, costs, and schedules.
Hire, train, and mentor support staff; conduct performance evaluations, manage team dynamics, and encourage professional development.
Ensure technical support activities follow industry best practices and company standards, and develop and maintain system and support-procedure documentation.
Keep current on technological advancements and IT support trends to improve service quality and system reliability.
Meet with partners to review project status, schedules, accomplishments, and goals.
Ensure system development and maintenance adhere to established standards.
Prepare reports and oversee documentation of systems and system modifications.
Review manuals, periodicals, and technical reports to stay current on developing trends.
Oversee project management efforts and coordinate across teams and stakeholders to complete technical support initiatives efficiently and on time.
Lead project and operations budgeting and forecasting, ensuring resources support technical support operations and strategic goals.
Work on-call and flexible schedules, including nights, weekends, and holidays.
Occasionally travel to offsite and out-of-town locations, possibly staying overnight.
Attend work as required and identify, address, or report potential hazards.