Business Unit Overview For 75 years, Bob Evans Farms has delivered delicious, quick-to-table, farm-inspired food that makes mealtime a little bit easier and a lot more delicious. We’re proud to be the #1-selling refrigerated dinner sides, including many varieties of feel-good favorites such as mashed potatoes and macaroni & cheese. We’re also a leading producer and distributor of sausage and bacon products, potato products, and egg products including liquid eggs. Our brand portfolio includes Bob Evans, Simply Potatoes, Egg Beaters and Owens Sausage. Bob Evans Farms is based in Columbus, Ohio. In September of 2017, Bob Evans Farms was acquired by Post Holdings, Inc. and is part of the Refrigerated Retail division. Other divisions of Post include Post Consumer Brands (Cereal), Weetabix (Cereal – UK), Michael Foods (Foodservice), and 8th Avenue Food & Provisions (Private Label). Post has aggressive growth plans for BEF, highlighted by the recent deployment of capital to support innovation, marketing and manufacturing. Responsibilities Position Overview: The Lead IT Technical Support Analyst plays a leadership role within the End User Services team and is responsible for the overall delivery of technical assistance to both business users and other IT team members. This role is responsible for analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of IT services via the IT Support Desk and following the IT Service Management processes. Broad technical knowledge of hardware, software, networking, and customer service practices are requirements for success in this position. The role is recognized as an expert in their area within the organization and will take a broad perspective in identifying solutions and opportunities for continuous improvement in the delivery of IT services and support. This role also requires a good understanding of major business processes and the supporting IT services within the organization. This role will act as an escalation point for the most difficult customer support issues within the IT Support Desk. This role also provides leadership and oversight to Tier 1 and Tier 2 support staff, ensuring high-quality service delivery and continuous improvement in technical support operations. Accountabilities: Oversees efforts with the IT Support Desk with responsibilities for providing technical assistance to users, troubleshooting and problem solving for a wide range of technical issues, and promoting continuous improvement in support processes. Responsible for the overall delivery and continuous improvement of the ITSM processes of IT Incident, IT Request, IT Knowledgebase, and IT Configuration and Asset Management. Support ITSM needs include email communications, major incident call support, leading CAB meetings, problem management, and disaster recovery. Partners with business colleagues establish appropriate service level objectives for service delivery and leads process improvements to achieve SLA objectives. Maintains and reports on relevant KPI metrics and key IT service delivery metrics to IT management. Provides an expert level of technical support and guidance to customers through inbound phone, self-service, walk-ups, IM and e-mail requests. Proactively communicates with business users for individual tickets and during major incident responses. Logs all correspondence in our ticketing system thoroughly detailing actions taken, regular updates and resolutions to provide updates to the customer and IT team, in a timely manner. Assists other team members with escalated support requests, either by training the other team members or by assuming responsibility for the call. Perform assessments and analyze ticket quality to identify possible training opportunities and to make sure all required information is included. Works with other IT teams to identify opportunities to shift support to the IT Technical Support team and develops recommendations or training materials. Analyzes ticket feedback and leverage results to identify and prioritize client pain points and areas for improvement. Leads efforts to identify root cause and deliver solutions. Responsible for developing and organizing training manuals, presentations, and other educational materials for the IT Support team. Responsible for New Hire equipment and image maintenance, configuration, deployment, and IT onboarding training. Provides 24/7 on-call escalation support to the company as part of a rotating on-call team. Assists with project scoping and technical task planning. May be responsible for leading small projects and working with vendors for orders, renewals and onsite coordination. Provides general supervision, coaching, and mentoring of IT Support team members. Assists business colleagues and vendors in starting meetings using our audio and visual room system equipment and troubleshooting issues that arise. Collaborate with users to understand document storage needs and implement solutions through updates to SharePoint sites, libraries, and permissions. Analyzes workstation vulnerabilities and leads to remediation efforts. Qualifications BS degree in Information Systems, Computer Science, or related field; or equivalent combination of education and experience. Minimum of ten (10) years of experience in IT, with at least five (5) years working in a service desk or technical support role. Broad knowledge and experience with desktop hardware and software, mobile devices, ERP applications, printing solutions, audio and visual room systems, and infrastructure for networks (e.g. VPNs). A deep understanding of IT Service Management concepts and ITIL processes is required. Expert understanding of IT Service Desk policies, standards, and protocol. Strong computer skills (Windows 11, MS 365 suite). Experience with and deep understanding of Service Now. Excellent communication and interpersonal skills include the ability to build consensus and to present complex presentations. ITIL certification is preferred.