IT Service Desk Manager

Overview

Kemin is seeking an IT Service Desk Manager to join our team in Des Moines, Iowa. This individual will play a strategic role in leading the service desk team, enhancing service delivery, and driving continuous improvement initiatives. In this role, you will oversee the day-to-day operations of one of our regional help desk teams, ensuring the efficient and effective resolution of technical issues while delivering a high level of service to our internal users. You will lead and develop a team of help desk technicians, maintain service levels, and identify opportunities to continuously improve our support operations.

It is required this role sits at our Worldwide Headquarters in Des Moines, Iowa. 

Join the Kemin Team and Transform Lives!

We are a privately held, family-owned-and-operated global biotechnology company driven by curiosity and committed to transforming the quality of life for people, pets, and the planet.

We create solutions that strengthen health and wellbeing, provide nutrition and immune support for pets and production animals, safeguard the planet’s natural resources, and protect the global food supply chain for generations to come.

We supply over 500 specialty ingredients for various industries, including human and animal health and nutrition, pet food, aquaculture, nutraceutical, food technologies, crop technologies, textiles, biofuels, and animal vaccines.

We employ 3,500 global employees and operations in 90 countries, including manufacturing facilities in Belgium, Brazil, China, Egypt, India, Italy, San Marino, Singapore, South Africa, and the United States.

As a valued member of our team, you'll enjoy a comprehensive benefits package designed to support your financial, physical, and professional well-being:

• Competitive Financial Package: Enjoy a rewarding salary, uncapped bonus opportunities, a 401k match program, and generous paid vacation and holidays.
• Health and Wellness Support: Stay fit and healthy with our fitness reimbursement for the whole family, access to an on-site fitness center, a restaurant offering seasonal fresh food options, and free fresh fruit in break areas.
• Career Development and Advancement: Unlock your potential with opportunities for growth and development throughout your entire career.
• Continued Learning Opportunities: Grow your skills with our in-house learning platforms, offering thousands of training resources both live and online, and take advantage of tuition reimbursement for external post-secondary pursuits.
• Service Opportunities: Make a positive impact with paid time off for service, partnerships with The World Food Programme and Habitat for Humanity, and local community initiatives.

Responsibilities

• Oversee the staffing of the department, including the 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 that 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 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 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, establish 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.
• Other duties/projects as assigned.

Qualifications

• Education and Employment: 
  • Bachelors 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. 

We are an equal opportunity employer. We consider all qualified applicants without regard to race, color, creed/religion, national origin, ancestry, citizenship or immigration status (where applicable), sex, sexual orientation, gender identity or expression, pregnancy/childbirth/breastfeeding or related conditions, age (40 ), disability (including the use of a service animal), genetic information, marital status, familial or caregiver status, military or veteran status, status as a victim of domestic violence, reproductive health decision‑making, and any other status protected by applicable federal, state, or local law. We also prohibit retaliation for raising concerns or participating in an EEO process. Applicants who need a reasonable accommodation to apply or interview can email TalentAcquisition.US@Kemin.com.

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

Kemin is a drug-free and tobacco-free campus. 

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