IT Service Desk Manager

Overview

Kemin is seeking an IT Service Desk Manager to join their team in Des Moines, Iowa. This strategic role involves leading the service desk team, enhancing service delivery, and driving continuous improvement initiatives.

Responsibilities

• Oversee the staffing of the department, including hiring, growth and development, and termination processes.
• Manage the team through coaching, training, and measuring performance.
• Foster a positive and collaborative work environment, promoting teamwork and open communication.
• Ensure timely and accurate resolution of technical issues and user requests.
• Handle escalations from the help desk technicians, providing guidance and support to ensure timely and appropriate resolution of complex issues.
• Develop and manage the help desk budget, ensuring resources are allocated effectively and expenses are controlled within approved limits.
• Develop and implement effective incident management processes and procedures to minimize service disruptions and ensure timely resolution of issues.
• Define and monitor key performance metrics for the help desk team, regularly analyzing and reporting on performance to drive continuous improvement.
• Develop and maintain a knowledge base of known issues, FAQs, and solutions to facilitate efficient problem resolution and enhance the team's effectiveness.
• Collaborate with external vendors and suppliers to ensure the timely delivery of services, adherence to contractual agreements, and resolution of any service-related issues.
• Collaborate with the IT Department to assess and implement new technologies and tools that can enhance the efficiency and effectiveness of the business and of help desk operations.
• Act as a liaison between IT and the business, establishing partnerships to successfully deliver technical solutions and service levels.
• Collaborate with IT Leadership to develop and implement strategic plans and identify opportunities for process improvements.
• Manage IT Support related projects in the region.
• Facilitate and assist with global IT projects in the region.

Qualifications

• Bachelor's Degree in Computer Science with 3+ years of experience
• Strong technical knowledge and understanding of computer systems, software, networks, and troubleshooting methodologies
• Experience in incident and problem management processes and tools
• Strong use of AI tools and systems to analyze data and processes as well as accelerating execution of workload tasks and functions
• Proficiency in using help desk ticketing systems and customer support software
• Proven experience as a Help Desk Manager or similar role
• Proven experience in strategic planning, vendor management, and advanced problem-solving and critical thinking skills
• Ability to analyze and interpret data and generate meaningful reports
• ITIL framework preferred, but not required