Farmer Brothers Company

  • Senior Manager, Information Technology Services

    Job ID
  • Overview

    High-impact strategic leadership role that can support and advance Farmer Brothers technology operations. This individual will oversee all technical aspects and resources to deliver core IT services such as branch support, corporate support, trouble ticketing and process improvement. The right person will also provide leadership for the purposes of organizational growth and establish a technological vision focused on customer service, cost control/efficiency and technology advancement/maturity. This role will 'proactively' identify opportunities to improve IT resource efficiency/output and internal customer experience, utilization of technology and Cloud capabilities and the consolidation/tracking/utilization/efficiency of all IT assets.


    Leadership of Technical Services: Oversight and support of our Technical Services team consisting of remote support (PCs, Laptops, Servers, etc.) and Help-desk (Provisioning, passwords, tier 1, etc.).

    • Provide strategic leadership and hands-on/tactical support (where required) in advanced IP network deployments and operations.

    • Ensure we have the right SLAs, Disaster Recovery, Business Continuity in place with all network and infrastructure vendors and track/ensure these are adhered to and updated as appropriate.

    • Lead with a continuous improvement mindset that consistently identifies and implement operational changes to elevate the effectiveness and scale of the Infrastructure team

    • Strong working knowledge of development processes, change management and project management.

    • Solicit business feedback and input to ensure user needs are being met and incorporate into IT operational improvements and/or update our IT guidelines and standards.

    • Have a strong focus on Customer Service and train/coach the Infrastructure team to develop and focus on improving customer relations.

    • Provide comprehensive/detailed Help-desk metrics on support levels, SLAs, etc. to improve IT responsiveness, address improvement opportunities and justify additional head-count.  Provide comprehensive/detailed PC/Laptop support metrics along with asset tracking and working toward a more sustainable/scalable support structure with our vendors.

    • Lead business continuity management planning and identify improvements as it relates to the network infrastructure.

    • Assure adherence to established technology practices and policies in regards to network architecture, systems configuration, service availability, and operational procedures.

    • Ensure infrastructure, network and system changes are thoroughly tested and abide by/adhere to our Change Management practices.

    • Own our technical architecture footprint from a documentation standpoint, ensuring it is kept up-to-date and communicate/educate with the executive leadership team.


    • Bachelor Degree in Information Technology or related discipline, preferred.
    • Minimum of 10+ years of professional experience in IT, Infrastructure or related technical area.
    • Minimum of 7+ years progressive technical management and leadership experience.

    • Strong analytical skills with the ability to think outside the box to solve complex problems and develop winning long term strategies.
    • An effective bridge-builder between technical functional areas within the manufacturing industry, with necessary people and performance competencies to communicate a passion to lead a winning team.
    • Must be an effective communicator - capable of building relationships and communicating effectively at every level in the organization, with the ability to put together both detailed technical documentation (Architecture, Schematics, etc.) and business/executive summaries (PowerPoint, Visio, etc.).
    • In-depth experience leading the end-to-end process of network design, budgeting, deployment, testing, and implantation.
    • Able to work effectively with peers, leaders, and vendors in a productive collaborative environment coupled with the ability to be decisive when necessary.
    • Previous experience in JDE operations and manufacturing environment a plus.


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