Associate Manager, IT Services

Company Description

The Wonderful Company is committed to offering high-quality, healthy, and iconic brands such as Wonderful Pistachios, Wonderful Halos, FIJI Water, and POM Wonderful. We’re looking to make the world a healthier place through an uncompromising commitment to the well-being of our employees and their families. We foster a collaborative workforce that encourages an entrepreneurial spirit and openness to change.

The Associate Manager, IT Services will lead and actively participate in delivering Level I & II IT support for The Wonderful Company employees. This is a working supervisor role, meaning the individual will manage a team of three (including themselves) while personally handling tickets and providing hands-on technical support. The position ensures smooth IT operations across Texas offices and supports remote users company-wide.

Job Description

Leadership & Team Management

• Supervise IT Services staff, including scheduling, workload distribution, and ticket queue management.
• Mentor, motivate, and retain a high-performing team in a fast-paced environment.
• Provide regular updates and status reports to the IT Services Senior Manager.

Hands-On Technical Support

• Work tickets alongside the team, providing front-line support for hardware, software, and network issues.
• Manage workstation setup, upgrades, and repairs for new and existing employees.
• Deploy and manage mobile devices (iOS and Android) and troubleshoot peripheral devices (printers, copiers).
• Provide VIP and executive support locally and remotely, including Co-Chairman and senior staff.

Process & Documentation

• Develop and implement IT SOPs for security, hardware, and support across all Wonderful business units (Citrus, POM, FIJI, Justin Wines, HQ).
• Document processes, create user training materials, and maintain knowledge base articles.
• Utilize ITSM tools (ServiceNow experience preferred) for accurate ticket documentation and trend analysis.

Collaboration & Vendor Management

• Coordinate with vendors for services, purchasing, and hardware/software procurement.
• Collaborate with peers across TWC entities to align technology roadmaps, policies, and procedures.

Additional Duties

• Support remote offices and company offsite meetings.
• Manage IT onboarding/offboarding processes.
• Travel between Texas offices as needed.

Qualifications

• 5–7 years of progressive IT support experience, including leadership responsibilities.
• Strong hands-on knowledge of Windows and Mac OS environments.
• Proven ability to diagnose and resolve hardware/software issues across desktops, networks, telecom, and mobile devices.
• Excellent communication, customer service, and organizational skills.
• Ability to manage multiple tasks and projects independently in a fast-paced setting.
• Experience supporting executives and VIP users preferred.
• Certifications (MCSE, ITIL, Cisco, Mac, Dell) are a plus.
• Must be self-motivated, adaptable, and willing to travel.

Key Attributes:

• Self-starter with strong problem-solving skills.
• Effective multitasker with exceptional time management.
• Collaborative leader who thrives under pressure.

Additional Information

• Thriving Wellness Community: Access to top-notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility to secure your financial future and including: 
  • 24/7 online physician consultations 
  • virtual mental health resources 
  • life coaching 
  • engaging employee community groups 
  • cash rewards for healthy habits and fitness reimbursements 
  • library of on-demand fitness videos 
• Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units. 
• Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses. 
• Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program to share goals, overcome challenges, and drive your career forward. 
• Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace. 
• Building a Healthy Society: