IT Manager - Associate Experience RRT

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, a Fortune 500 company, 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.

The Associate Experience (AE) Rapid Response Team (RRT) Manager leads the day-to-day operations and development of an AE RRT team. This role ensures timely restoration of business technology services by directing incident response, managing customer escalations, balancing incoming demand, and coordinating clear communications with associates, business customers, and technology partners. The manager develops team capability through coaching and regular feedback, uses service data to improve performance and prevent recurring issues, represents the team in projects and leadership forums, and implements the broader AE RRT strategy while maintaining a customer-first culture focused on getting associates back to work.

Location: This is a Hybrid role based out of our HQ location in Newport News, VA, in accordance with our Flex schedule; 3 days office / 2 days remote.

Duties and Responsibilities:

• Directly manage a team of IT professionals, including workforce planning and scheduling, regular one-on-ones, goal setting, performance reviews, recognition, development planning, and appropriate job-status recommendations in accordance with company policies.
• Assess incoming demand, business impact, staffing capacity, and active incidents in real time; adjust priorities and resource assignments to maintain service coverage, accelerate restoration, and communicate changes to the team and business customers.
• 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.
• Lead customer concerns and major-incident response for associate-facing technology issues by confirming impact, engaging the appropriate escalation and/or on-call teams, coordinating timely customer communications, driving service restoration, and ensuring follow-up actions address recurring causes.
• Identify and address associate concerns, communicate clear expectations and applicable policies, resolve conflicts promptly and fairly, and escalate issues when necessary to maintain an accountable, inclusive, and effective team environment.
• 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 team members 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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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