Nassau Candy is one of the largest US wholesale manufacturers of specialty and private label confections, supplying many of the national retailers and independent stores across the country. From our Hicksville, New York–based factory, we create millions of pounds of confections every year — including chocolate covered raisins, Jordan almonds, fudge, fruit slices, chocolate pretzels, and hand-dipped cherries. In addition to Nassau Candy-made creations, we import and distribute the most sought-after confectionery, soda, gourmet food, and natural brands.

With our headquarters, distribution, and manufacturing facilities in New York and distribution centers in Florida, Michigan, Texas, and California, Nassau Candy is able to offer industry-leading cost effective, on-time delivery. While we have grown in both size and structure over the last 80+ years, we’re proud to say Nassau Candy is still a multigenerational, family-owned business.

The IT Support Desk Manager role involves daily oversight of IT Support operations. The individual in this critical role will work closely with the entire IT Department in both Hicksville and Ronkonkoma. The IT Support Desk Manager will also serve as a central point of contact for all IT support operations and activities. This person will be responsible for holding deep knowledge of our systems and possess the ability to work with customers to make recommendations in order to enhance their online presence.

This position requires working on-site at our Westbury location. If you define yourself as driven and focused, a leader with the ability to strategy plan, and administer the operational activities of the IT Department’s IT Support function, we encourage you to apply!

Job Responsibilities:

• Supervise and Lead the Support Desk Team.
• Guide, assist, coordinate, and follow-up on client inquiries, escalations, and report, identify, and solve reported problems involving applications, infrastructure, and critical business systems.
• Oversee daily IT support operations including daily active ticket monitoring and conduct daily performance reviews and engineer ticket completion.
• Establish standard processes to help address ongoing issues.
• Review daily customer satisfaction responses: contact end user and take appropriate action to address issues.
• Responsible for the development, implementation and maintenance of policies and standard operating procedures.
• Initiate, manage, and participate in Helpdesk and end users support projects, including automation implementation and online self-service catalog development.
• Serve as a liaison and conduit between business stakeholders and the IT department.
• Drive proactive service measures - reducing status calls by implementing practices to manage end user expectations.
• Perform data analytics on ticket data and initiate, implement and drive helpdesk optimization efforts.
• Monitor client requests to identify systematic trends and develop action plan to address.
• Create, review, evaluate and prepare periodic performance reports.
• Work with management and operations teams to derive an outage's impact to operations through Helpdesk statistics reports.
• Work with technical teams to educate IT support engineers in regard to known issues and fixes, new applications, etc.
• Coordinate with technical managers and vendors to identify and resolve problems.
• Serve as technical escalation point for all high level and critical support issues.
• Create and maintain dashboard reports, as needed.
• Trend data and suggest proactive measures and service improvements based on analytics.
• Serve as central point of contact for support-related service, end-user escalations and inquiries.
• Demonstrate knowledge of the organization's Service Standards and incorporate them into the performance of duties.
• Perform related duties as assigned or requested.

Requirements:

• Prior proven working experience as an IT Support Desk Manager or relevant experience.
• Excellent technical knowledge of computer hardware/software systems and information analysis.
• Expertise in technical management and data governance.
• Hands-on experience with computer networks, network administration, and network installation.
• Qualified candidates must be able to effectively communicate with all levels of the organization.
• Proven ability to manage and lead personnel.

Perks of working at Nassau Candy:

• Medical, Dental, Vison, AFLAC
• Paid holidays, PTO, and Vacation
• 401(k)
• Pet insurance
• Entrepreneurial environment….and more!

This is an excellent opportunity to join a stable and growing company.

We are an Equal Opportunity Employer