Manager - Information Technology

Job Posting:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

Job Summary

The Associate Experience (AE) Rapid Response Team (RRT) Manager is responsible for managing, coaching, and mentoring associates within the AE RRT. This role serves as an escalation point for customer service-related issues and events and represents the team in project meetings and business engagements. They also participate in leadership meetings and advocate for associate concerns, policies, and guidelines to the management team. Developing associates to provide excellent customer service and get our customers back to work.

This role is approved to be either Remote within the United States or Hybrid for associates in Newport News, VA. in accordance with company policy.

Primary Responsibilities

• Directly supervise a team of IT professional associates, with authority to make job status recommendations.

• Analyze and make real time decisions on current conditions to best position the team to handle the incoming demand

• Manage, mentor, and coach team members to build technical expertise and strong response protocols.

• Promote a culture of collaboration, accountability, and continuous improvement within the team.

• Support business objectives through prioritization and tracking of projects, the intake of new work initiatives and the streamlining of current responsibilities.

• Serve as an escalation point for customer service-related issues and events.

• Identify associate concerns, provide expectation guidelines to their teams and resolve concerns or conflicts as they arise.

• Develop, implement and maintain processes and procedures which support IT strategic plans and the broader Ferguson plans as a whole

• Approve budgeted expenditures within established limits or oversee a portion of an established budget. No expenditure budget-setting responsibilities.

Qualifications and Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field

• 3-5 years of experience in IT operations, incident management, or a similar role.

• Ability to organize and prioritize work effectively.

• Strong written and verbal communication skills.

• Proficiency in developing and delivering effective presentations to groups.

• Ability to lead and motivate individuals and teams.

• Proficiency in operating computers, tablets, and mobile devices.

• Knowledge of Microsoft Office software (Outlook, Word, Excel, PowerPoint, Access, etc.).

Additional Information

This role requires a proactive approach to problem-solving and a commitment to providing exceptional customer support to both associates and the business. The AE RRT Manager will work closely with various stakeholders to ensure the smooth operation of IT services and the achievement of organizational goals.

At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

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Pay Range:

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Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience.

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$7,568.91 - $13,247.76

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Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

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This role is Bonus or Incentive Plan eligible.

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Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information