Technical Support Manager

Brookshire Grocery Company is seeking a Technical Support Manager in Tyler, Texas (onsite) to lead a technical support team and keep IT infrastructure running reliably. In this role, you will oversee support delivery and ensure critical systems are maintained, upgraded, tested, and aligned with business needs across servers, VMware environments, backups, and database platforms.

What you’ll do

• Oversee maintenance and support for IT infrastructure, keeping server environments, operating systems, VMware, backup solutions, and database management operational, secure, and up to date.
• Lead the technical support team that assists users and resolves technical issues, while developing strategies to improve support processes and user satisfaction.
• Plan and execute system upgrades and maintenance tasks to minimize disruption to business operations; monitor system performance, schedule improvements, and protect data integrity using effective backup strategies.
• Manage the IT support budget and make strategic investment decisions in hardware, software, and training to strengthen support capabilities.
• Coordinate with vendors by evaluating proposals, managing contracts, and selecting products and services that support IT infrastructure needs.
• Collaborate with IT management, company leaders, and external partners to align support services to business objectives and communicate project requirements, costs, and schedules.
• Hire, train, and mentor support staff; conduct performance evaluations; manage team dynamics and encourage professional development.
• Ensure technical support activities follow industry best practices and company standards, including developing and maintaining documentation for IT systems and support procedures.
• Stay current on technology advancements and IT support trends to improve service quality and system reliability.
• Meet with partners to review project status, schedules, accomplishments, and goals.
• Ensure system development and maintenance adhere to established standards.
• Prepare reports and oversee documentation of systems and system modifications.
• Review manuals, periodicals, and technical reports to remain current on developing trends.
• Oversee project management efforts for timely completion of technical support initiatives, coordinating across teams and stakeholders.
• Lead project and operations budgeting and forecasting to ensure financial resources are allocated effectively for technical support operations and strategic goals.

Key qualifications

• Education: Bachelor’s degree in computer science, Information Technology, or related field.
• Experience: 5+ years of experience in a technical support leadership role, with a demonstrated track record managing IT infrastructure and support services.
• Advanced system administrator knowledge related to SAP ERP, VMware, SAN, and backup systems.
• Advanced database systems experience, including HANA, SQL, and DB2.
• Advanced knowledge of systems analysis and design techniques.
• Intermediate project management skills, including establishing task completion hours, priorities, task allocation, and monitoring schedules.
• Intermediate knowledge of Microsoft Office applications: Excel, Access, Word, Outlook, and PowerPoint.
• Ability to work effectively with partners, company leaders, and vendors using written and verbal communication.
• Ability to analyze complex information, reason through problems, and research information to draw valid conclusions.
• Ability to prepare reports and business correspondence.
• Ability to lead and motivate others and maintain confidentiality regarding sensitive information.
• Ability to learn new technology systems, methods, and processes.
• Ability to interpret technical instructions provided in mathematical or diagram form.
• Ability to show information in presentation or diagram form.
• Must be able to work on-call and flexible schedules, including nights, weekends, and holidays.
• Ability to occasionally travel to offsite and out-of-town locations, with possible out-of-town stays.
• Ability to be attentive to potential hazards and remedy them or place appropriate warning signs/devices as soon as reasonably possible, and report hazards that cannot be immediately remedied.
• Driver eligibility: Partners must be 21 years of age or older to drive for Company business in accordance with the BGC Business Driver Policy.

Technologies

• SAP ERP
• VMware
• SAN
• Backup technologies
• HANA
• SQL
• DB2
• Microsoft Office: Excel, Access, Word, Outlook, PowerPoint

Benefits

• Comprehensive medical, vision, dental, and prescription coverage.
• Paid time off.
• 401(k) plan with Company contribution.
• Exclusive employee discounts.
• Scholarships and educational support.
• Access to a 205-acre outdoor recreation area for unwinding, connecting, and having fun.

Work context and physical demands

• Generally performed in an office environment with quiet to moderate noise levels.
• Continuously required: close vision, distance vision, depth perception or ability to focus.
• Frequently required: talking and hearing; using hands for reaching, touching, or handling; fine finger movements such as sorting and typing; sitting for long periods.
• Occasionally required: pushing, pulling, maneuvering, or lifting up to 40 lbs; bending, kneeling, or squatting; standing or walking.
• Attendance at work is required.

Additional notes on the role

You will lead the technical support team to ensure efficient operation and maintenance of IT infrastructure, with ownership of installation, maintenance, upgrades, and testing of critical systems to support service delivery at a high level.