Address
Form of workHelp Desk Supervisor
Hybrid Work Option (3 days in office; 2 days remote)
The Watkins Company has been a pioneer in natural flavoring products since 1868. From our world famous Vanilla Extract, to our unique Cinnamon and Black Pepper, The Watkins Company continues to be innovative in categories including but not limited to Extracts, Spices, Dry Seasoning Mixes, Bitters, and Baking Decorations. Today, we are seeking a new member to join the fastest growing flavoring company.
The Watkins Company has an opening for a full-time Help Desk Supervisor in our Winona, Minnesota location. The IT Help Desk Supervisor is responsible for managing the Help Desk related applications, network/server support and overall delivery of services responsible for the day-to-day operations of the company’s IT services as well as develop short and long-term Help Desk strategy and mentor staff on an ongoing basis.
The duties and responsibilities include, but are not limited to the following:
- Manages a team of Help Desk support specialists responsible for issue management, conferencing systems, and employee onboarding/offboarding processes.
- Resolves technical incidents and problems as needed to support the Service Desk team.
- Takes escalations as needed to resolve complex service desk incidents.
- Monitors issues for problem management, ensure team queues are properly monitored, and make sure service is meeting outlined service level agreements (SLAs).
- Identifies Service Desk issue trends, seek out areas to build and improve process, monitor for repeat issues.
- Develops, measures, and reports key performance indicators (KPIs) to ensure the team is operating at a high level and meeting or exceeding established goals.
- Collaborates with other departments to help drive continuous improvement in end user productivity.
- Continually seek opportunities to increase customer satisfaction, experience, and strengthen client relationships at all levels of the organization.
- Works with IT Management on business requirements/goals and translate them into technical specifications with solution proposals.
- Establishes inventory baselines, monitor, and report on levels.
- Purchases hardware, software, and track spending for technology needs.
- Acts as escalation point for complex, urgent issues and participate in an on-call rotation.
- Provides coaching, development, and feedback to IT Support team members.
Our ideal candidate will have at minimum:
- Possess a Bachelor’s Degree in Information Systems, Computer Science or equivalent experience.
- Minimum of 2 years leadership experience and 4 years in the technical Service Desk field.
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to the Service Desk.
- Experience managing ticketing systems and IT systems preferred.
- Experience in managing and working with manufacturing environments preferred.
- Strong communication and presentation skills
The Watkins Company is an equal opportunity employer.
