Food Services Of America Work Values

Daily Duties at Food Services Of America:

Responsible for 3 teams within IT, Tier 1 & 2 Help Desk Support, Onsite Tier 2 & 3 Technical Support and Computer Operators. Tier 1 & 2 Help Desk Support team are the companies first point of contact of escalation for all of IT support related issues for customers and associates. Each associate is responsible for documenting in detail, all issues/service requests within the support ticketing system, including the course of action taken including escalation paths to investigate the problem and the final problem resolution. This team consists of 10 associates and a manager, which work remotely from various locations across the country. Onsite Tier 2 & 3 Technical Support team are located within 7 of the Food Services of America’s business units that are spread across several states from the Midwest, West Coast and Alaska. Their primarily responsible for resolving technology issues which can require hands on assistance in order to solve. They also provide assistance to the Help Desk Support team as the first point of escalation of tickets related to technical issues that cannot be resolved remotely. They are also responsible for technology refresh, asset management, all warehouse and delivery driver wireless devices, onsite VoIP phone systems and other IT hardware business systems. This also includes managing knowledgebase articles for system understanding and training purposes. This team consists of 11 associates and a manager. Computer Operators consist of 4 associates, 2 on day shift and 2 on night 6 days a week. They are centrally located out of the Corporate Office based in Scottsdale, AZ. My responsibilities include the performance and reputation of our Enterprise Support team. Planning and coordinating all activities related with all 3 teams, which includes support for both internally developed and third party solutions. In addition, I am also responsible for driving the team to create solutions that will make us more effective and efficient and solidify our role as a “world class support organization”. Developing and motivating Associates while also ensuring we achieve our goals. Work with other IT Directors, IT Managers, and Senior Level IT Associates to ensure issues are resolved quickly and developed a track record of proactive support – where problems are solved before they are encountered. Developed and manage department budgets and work close with other IT leaders in work together with budget operational and capital forecasts according to fiscal year planning. Interface with a variety of vendors that provide products and services to the organization to ensure aggressive pricing, high quality service contracts and products that are at desired maintenance levels. Work on team strategies, metrics and operating procedures to help develop a “world class support team”. Provide an all-inclusive management and leadership of all support team members. Keep the SVP of IT well informed of all support projects and support metrics while working closely with the IT and Organizational Leadership team to ensure we are continually providing the best service possible.

What they like about Food Services Of America:

You give high priority to hiring firms with prestige. Market reputation and prestige of a firm may be determined through on-line research, and conversations with individuals working in your target industry. Note that firms "in the public eye" receive a great deal more critical publicity and attention than those operating with more anonymity. So as you assess your employment opportunities, be sure to seek out the positive aspects of the firm's reputation in addition to noting negative publicity the company may have received.

Tags

Budgetary/inventory controls, O365, SharePoint, Microsoft Office/O365, Avaya VoIP Phone Systems, Active Directory, Zendesk, GoodData, MS CRM, MS SQL, MS SCCM

Skills

Needs Assessment, IT Strategy, Process Improvement, Service Level Agreements, Operating Level Agreements, Asset Management, Ticketing System Management, Budget Preparation / Management, Service Contracts, Vendor Management, Technology Refresh Cycles, Policy Development, Team Leadership / Motivation, Desktop Management Services, Software Licensing, Cross-Training Programs, Team Performance Measurements, Performance Initiative Plans, Project Management, Standard Operating Procedures

These are some of the questions we asked our climbers about their experiences with Food Services Of America: