IT Customer Support Manager

About us:

We’re a team of 14,000 who make sure South Islanders have access to the groceries and essentials they need. Proudly 100% Kiwi-owned and operated, our co-operative has more than 200 PAK’nSAVE, New World, Four Square, Raeward Fresh and On the Spot stores feeding the South Island.

We value being at the heart of our communities, like we’ve always been, to make the South Island a better place – for today and for many generations to come. From sunny Golden Bay all the way to Stewart Island, there’s a Foodstuffs store serving you and your whānau.

Our success is down to our people who bring their skills, experience, passion, and expertise to make Foodies an amazing and rewarding place to work. Our co-op has a wide variety of roles to offer, and endless opportunities for development.

About the role:

As our IT Customer Support Manager, you will lead, coach, and develop a high performing team of Analysts who deliver 24/7 support to our Foodstuffs team across the South Island. As a people leader, coaching your team will come naturally to you. You’ll celebrate the wins, and you won’t be one to shy away from the difficult conversations. We’re proud of our team, and we’re looking for a leader who can add to our vibrant team culture.

Your role will also include:
•    providing regular and insightful reporting on the performance of our front-line support function, and actioning any areas of improvement 
•    drive continuous improvement across our key platforms and front-line support function and build baseline metrics to measure customer expectations and service levels
•    handling customer complaints and escalations and developing strong relationships with key stakeholders
•    writing and sending end user communications to do with changes, important messages and both planned and unplanned outages
•    developing our internal knowledge bases to lift diversion and first-time fix rates, and promote self-service resolution
•    managing the effectiveness of key platforms used by our service desk/customer support team and providing recommendations for improvement (platforms include ServiceNow and Amazon Connect)
•    being part of our Major Incident Management team, ensuring major incidents are resolved in a timely manner with customers and stakeholders kept well informed

About you:

Ideally, you’ll be an experienced manager with a strong background in Customer Support and/or Service Desk Management. In addition to having led a similar sized team in a large and complex IT service environment, you’ll also have:

• ITIL v3 or v4 certifications and significant experience in ITIL practice with a solid understanding of Incident Management, Request Management, Knowledge Management
• Strong problem-solving skills and with an eye for problem prevention
• Good resilience and the ability to remain calm under pressure
• Excellent interpersonal and team working capability.
• Experience working with a Service Management Tool such as ServiceNow (preferred), Cherwell, Ivanti etc.

Don't Meet Every Requirement? We encourage you to apply anyway. We are looking for individuals with diverse experiences and are keen to hear from those who believe they have the drive and potential to succeed in this role.

Why join us:

At Foodstuffs South Island, together we drive success to be our best and care for our whānau. We recognise that it takes a collective effort to achieve success, and we thrive on fostering a culture of collaboration to drive innovation and embracing challenges as a united team. We are committed to supporting our people, and to positively impact the lives of South Islanders every day. Also,

• Our Papanui based office has free carparking, an in-house café.
• Our approach to flexible working is based on trusting and empowering our people to manage their time and deliver results while balancing the needs of their personal lives.
• We’re committed to equitable outcomes, and we offer additional paid parental leave, free period products and financial health checks to name a few.
• We support your wellbeing with Southern Cross health insurance for you and your family after a qualifying period, discounts at local gyms, access to online wellbeing tools, and a prayer and privacy room onsite.
• You can access Enhanced leave; Lifestyle leave and sick leave from day one of joining the Foodies team.
• We offer continuous learning and professional growth, as well as access to our extensive online training library and endless opportunities.
• We’re proud of our supportive team environment, and our positive and friendly culture that’s made fun by Furry Friend Fridays and monthly social events!

As a Pride Pledge organisation, we are committed to an inclusive workplace where everyone thrives, every day and we celebrate our diversity as strength.

How to apply:

Ready to take on the challenge? Apply now. We ask that you to submit a cover letter with your application that shares your motivation and interest in joining the Foodies team. Applications will close Sunday 15 December 2024 and will only be accepted via our careers site. If you have any questions, please reach out to our recruitment team at centralrecruitment@foodstuffs-si.co.nz.

Join us in feeding the South Island.