Service Desk Manager-Information Technology - Merriam, KS

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YOUR OPPORTUNITY

We have an exciting Service Desk Manager-Information Technology opportunity in our Merriam office. The Service Desk Manager-Information Technology oversees the IT service desk's local and remote daily operations, manages the support team and ensures service level agreements (SLAs) are met. Key duties include managing incident and request fulfillment, implementing ITIL best practices, reporting on KPIs and driving continuous improvement to maintain customer satisfaction and operational excellence. The Service Desk Manager oversees the team responsible for supporting all endpoint devices (desktops, laptops, mobile devices, and peripherals), providing comprehensive tier 1 through tier 3 support for these endpoints. For other technologies-including servers, networking, security, and application systems-the Service Desk Manager will partner and coordinate with tier 3 support teams from other IT functions to ensure effective resolution and escalation. This role leads a geographically distributed team, with some members based in remote locations to provide direct support to Farm operations staff and other business units outside the main office.

ABOUT US

At Seaboard Foods, we create the most sought-after pork. A top U.S. pork producer/processor and leading exporter to 30+ countries, we are committed to bringing excellence to the table, seeking a better way to produce wholesome pork and connect every step between our farms and family tables. More than 5,400 employees in five states work on our farms, feed mills, and processing plant to produce Prairie Fresh pork, ensuring the well-being of our animals, the environment, our employees, and the communities we call home. We are a Fortune 500 employer, recently nominated by the Business Journal as one of the "Best Places to Work", representing our dynamic culture, where our employees can contribute and understand why they matter.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversee and coordinate daily service desk operations for incident and service request, providing timely and effective support to end users in both corporate and remote environments.
• Supervise comprehensive end point support activities, including setup, troubleshooting, and lifecycle management of desktops, laptops, mobile devices, and peripherals.
• Implement and maintain ITIL-based support services, such as change management, asset management, problem and configuration management processes.
• Serve as the escalation point and liaison for complex technical issues, providing thorough troubleshooting and use case details to tier 2-3 support teams.
• Monitor service desk performance metrics, prepare reports, analyze trends and recommend improvements to enhance service quality and efficiency. Provide regular reports on service desk performance to management.
• Ensure a high standard of measurable customer satisfaction is maintained through effective support and communication across Farm Operations and main office sites.
• Manage and develop a team that includes both local and remote staff, providing coaching and mentoring to foster professional growth and skill development and encouraging collaboration.
• Collaborate with IT leadership and other departments to align support services with organizational goals and technology initiatives.
• Maintain up-to-date documentation on processes, procedures, and knowledge base articles for both technical staff and end users.

CORE COMPETENCIES FOR SUCCESS IN ALL ROLES: instills trust, communicates effectively, action-oriented, ensures accountability, and drives results.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required or preferred. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required:

• 7-10 years of progressive IT support experience
• Strong leadership and interpersonal skills and ability to understand and prioritize tasks, assign accordingly and track to completion.
• Strong written and verbal communication skills with the ability to communicate effectively with individuals at all levels of the organization.
• Solid understanding of ITIL frameworks, including change, asset, problem, incident and device management.
• Customer focused mindset with a commitment to service excellence.
• Ability to resolve conflict and negotiate compromise solutions.
• 25% Travel

Preferred:

• Bachelor's degree in Computer Science, Information Systems, or Computer Programming preferred.
• 5 years in a supervisory management role

SCHEDULE

• This is a full time on-site roll with after-hour and/or weekend work expected for system upgrades or urgent support.

WORK ENVIRONMENT

The physical and work demands listed here represent those an employee should possess to successfully perform the job's essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• While performing the duties of this job, the employee is regularly required to move around the environment.
• The employee must be able to lift and move up to 50 pounds
• Specific vision abilities required by this job include close vision, color vision, depth perception, and the ability to adjust focus.
• The hours and days of work are established by departmental needs and at the discretion of management. After-hours, weekends, and overnight travel as requested.

WHY SEABOARD FOODS?

• Medical, vision & dental benefits upon hire
• 401K with company match
• Paid Time Off & Company Holidays
• Wellness Program
• Tuition reimbursement
• Employee pork purchase program

For a complete list of our benefits please visit our career site: https://www.seaboardfoods.com/careers/why-sbf/

Seaboard Foods is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, gender identity, protected veterans' status, status as a disabled individual, or any other status protected by law.