SUMMARY
The Help Desk Supervisor at Ken's Foods leads day-to-day Help Desk operations and provides direct leadership to Help Desk technicians, helping strengthen technical capability, troubleshooting consistency, and overall service quality. The Help Desk Supervisor role acts as an advocate for our users to help them advance/achieve the company goals. This role oversees IT support across corporate offices, manufacturing facilities, and distribution locations, ensuring reliable, timely technical support for business users and production operations, with a strong focus on uptime, responsiveness, and consistent service across all sites. The position also supports employees through a balanced mix of phone, desk-side, and remote assistance. Success in this role requires professional phone and email etiquette, strong troubleshooting skills, the ability to explain technical concepts clearly and patiently to non-technical users, and experience developing and delivering user training.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
• Oversee day-to-day help desk operations supporting corporate and plant locations
• Lead, coach, and manage a team of help desk technicians (on-site and remote)
• Monitor and manage ticket queues, prioritization, and escalation procedures
• Serve as the escalation point for critical outages impacting production or business operations
• Ensure timely resolution of issues affecting plant-floor systems, end-user devices, and business applications
• Coordinate remote IT support for manufacturing plants, warehouses, and field locations
• Track and report on service metrics (SLA compliance, response/resolution times, ticket trends)
• Partner with infrastructure, network, and application teams to resolve cross-functional issues
• Support operational continuity by aligning IT support with production schedules and downtime windows
• Identify opportunities to improve service efficiency, reduce downtime, and enhance user experience
• Own and administer ServiceDesk Plus (ticketing system), including configuration, workflows, automation, and reporting
• Administer Microsoft O365 and SharePoint environments, including site structure, permissions, and content organization
• Develop and maintain documentation and standards for collaboration tools and help desk systems
SUPERVISORY RESPONSIBILITIES
Supervise Help Desk staff, including assigning work, coaching performance, supporting training and development, and helping maintain service quality and response standards.
Education and/or Experience
A bachelor's degree in Information Technology, Computer Science, or a related field is preferred. Candidates should have at least 5 years of progressive IT experience. In addition, a minimum of 3 years in a supervisory or manager role is required. Experience with help desk and remote support tools is required, along with proficiency in Microsoft 365 and SharePoint. Strong troubleshooting abilities, excellent written and verbal communication skills, and the ability to support non-technical users are essential. ITIL certification, experience in a manufacturing environment, experience with ServiceDesk Plus, and willingness to travel to remote sites are preferred.
The salary for this position is determined by a combination of experience, skills, and education level. The compensation range is $110K-120k annually.
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