It Support Manager

Kemin Industries is hiring an IT Support Manager! As the IT Support Manager NSCA, you will be responsible for overseeing the day-to-day operations of the NSCA help IT desk team. You will be ensuring the efficient and effective resolution of technical issues, providing exceptional customer service to our internal users, improving the service delivery and driving continuous improvement initiatives. You will play a strategic role in leading the help desk team and are responsible for leading a team of help desk technicians in the United Stated, Mexico and Brazil.  You will be driving the success of our support services by maintaining service levels and driving continuous improvement initiatives. The ideal candidate will possess excellent leadership skills, a strong technical background, and a passion for delivering outstanding customer service. You will develop a vision for leading the Help Desk Team and feed this with ideas on how to accomplish that vision, good people management, attention to detail and a sense of urgency.

The IT Support Manager will report to the ITSM Manager and is a member of the Global IT Support Team and the IT Leadership Team.

This position is based in Des Moines, Iowa at Kemin Headquarters. 

Travel requirment may vary, domestic and international travel, up to 15%. 

We Are Kemin 

We are visionaries who see things differently and are inspired by the world around us. 

We have been dedicated to using applied science to improve the quality of life for over half a century.

Weare aglobal ingredient manufacturer that strives to sustainably transform the quality of life every day for 80 percent of the world with its products and services. 

For over half a century, Kemin has been dedicated to using applied science to address industry challenges and offer product solutions to customers in more than 120 countries. Kemin provides ingredients to feed a growing population with its commitment to the quality, safety and efficacy of food, feed and health-related products to customers around the world. 

Established in 1961, Kemin is a privately held, family-owned-and-operated company with more than 2,800 global employees and operations in 90 countries, including manufacturing facilities in Belgium, Brazil, China, India, Italy, Russia, San Marino, Singapore, South Africa and the United States. 

As a Kemin team member, you’ll receive…  

• A competitive financial package- in addition to your salary, we offer an uncapped bonus opportunity, 401k match program, and paid vacation and holidays. 
• Robust health and wellness support- we are proud to offer a fitness reimbursement (for your whole family!), an on-site fitness center, restaurant with seasonal fresh food options (and the ability to order food to bring home), and free fresh fruit in break areas- to name a few.  
• Continued learning opportunities- Kemin offers tuition reimbursement and recently launched a new corporate university with online and in-person training opportunities for growth and development throughout your entire career.  
• The chance to give back to our world- Through our foundation of servant leadership, we are proud to offer ample service opportunities, including paid time off to do so. Kemin has a valued corporate partnership with both The World Food Programme and Habitat for Humanity, in addition to many local initiatives. 
• Opportunities to support our valued educators- Kemin is a proud sponsor of the Iowa Governor's Stem Advisory Council where we fund annual teacher's awards. In addition, we have a robust internship and externship program, and frequently host student tours. 

• Manage and provide leadership to a team of help desk Tier 1 and Tier 2 technicians, including hiring, training, coaching, and performance management.
• Oversee the day-to-day operations of the help desk, ensuring timely and accurate resolution of technical issues and user requests.
• Handle administrative matters (e.g. staff leaves approval, trainings, signing off documents,…)
• Foster a positive and collaborative work environment, promoting teamwork, and open communication.
• Foster a customer-centric culture within the help desk team, focusing on providing exceptional customer service and ensuring high users satisfaction levels.
• Stay up to date with industry trends, emerging technologies, and best practices in service desk management to drive continuous improvement and innovation.
• Develop and implement effective incident management processes and procedures to minimize service disruptions and ensure timely resolution of issues.
• Handle escalations from the help desk technicians, providing guidance and support to ensure timely and appropriate resolution of complex issues.
• Define and monitor key performance metrics for the help desk team, regularly analyze and report 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 the rest of the IT Department to assess and implement new technologies and tolls that can enhance the efficiency and effectiveness of the business and of help desk operations.
• Ensure accurate and up-to-date documentation of help desk processes, procedures, and troubleshooting steps.
• Execute strategic initiatives to achieve departmental metrics
• Assist in the development and management of the help desk budget, ensuring that resources are allocated effectively, and expenses are controlled within approved limits.
• Collaborate with external vendors and suppliers to ensure the timely delivery of services, adherence to contractual agreements, and resolution of any service-related issues.
• Act as a liaison between IT and the business, establish partnerships to successfully deliver technical solutions and service levels.

• Bachelor’s degree in computer science, information technology, or related field (or equivalent work experience.
• 7+ years' experience in IT
• 1+ years’ experience in managing a team of IT Experts
• ITIL Foundation certification preferred.
• Experience in a supervisory or management role within a help desk or technical support environment.
• Experience managing a diverse and geographically dispersed help desk team.
• Strong technical knowledge and understanding of computer systems, software, networks, and troubleshooting methodologies.
• In-depth knowledge of help desk operations, industry best practices, and emerging trends in technical support.
• Knowledge of Microsoft 365 including Outlook and Teams administration, PowerPlatform Solutions like PowerBI, PowerApps and Sharepoint
• Familiarity with ITIL Foundations
• Must be fluent in English.  Knowledge of Spanish and Portuguese is an asset.
• Ability to manage personnel and have a proven record of employee development
• Ability to prioritize work and be flexible enough to adapt plans
• Strong leadership and decision-making skills
• Excellent organizational and prioritization skills
• Excellent analytical and problem-solving skills
• Excellent written, oral, and interpersonal communication skills
• Ability to interact with all levels of personnel in a team environment
• Must be reliable and self-motivated
• Research, understand, participate and contribute to the goals and mission of the IT Department and the company as a whole
• Perform all responsibilities of this position while continually presenting a positive and professional example for the rest of the team and the company
• Ability to train users at different skill levels
• Experience with help desk ticketing software
• Experience with incident troubleshooting and escalation
• Possess effective prioritization and project management skills

Kemin is an equal opportunity employer, and all reasonable accommodation will be considered. 

A post-offer background check and drug screen is required.  Additional pre-employment requirements may be necessary based on position.   

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