Help Desk Supervisor

The Watkins Company is looking for a talented Help Desk Supervisor. As a Help Desk Supervisor, you will lead daily Service Desk operations to ensure reliable, secure, and efficient delivery of IT services across the organization.

As the primary escalation point for technical issues, the Supervisor provides hands-on support while developing a high-performing team. This role partners cross-functionally with IT and business leaders to align support services with operational needs, enhance end-user productivity, and maintain system stability and security compliance. The duties and responsibilities include, but are not limited to the following:

• Lead and manage a team of Help Desk support specialists responsible for incident management, service requests, endpoint support, conferencing systems, and employee onboarding/offboarding.
• Serve as the primary escalation point for complex and high-priority incidents, providing hands-on technical support to ensure timely resolution.
• Monitor and manage Service Desk queues and workflows to ensure timely response and resolution in alignment with defined service level agreements (SLAs).
• Analyze incident trends and drive problem management initiatives to identify root causes, reduce repeat issues, and improve system reliability.
• Partner with IT leadership and cross-functional teams (Operations, Customer Service, Supply Chain, etc.) to support business operations and enhance end-user productivity.
• Translate business needs into technical requirements and support implementation of scalable, effective IT solutions.
• Oversee IT asset lifecycle management, including procurement, deployment, inventory accuracy, warranty tracking, and disposal.
• Ensure endpoint management, patch compliance, and cybersecurity standards are maintained in coordination with IT Security and Infrastructure teams.
• Provide coaching, development, and performance feedback to team members while driving continuous improvement in service quality, customer satisfaction, and team performance.

• Possess a Bachelor's Degree in Information Systems, Computer Science or equivalent experience.
• Minimum of 3-5 years of IT support experience.
• At least 1 year in a supervisory or leadership capacity - preferred.
• 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

AD&D insurance, Health insurance, 401(k) matching, Paid time off, Dental insurance, Paid holidays, In addition to working in a strategic, dynamic and collaborative work environment, with a tight knit team, The Watkins Company offers a competitive benefits package including best in class Medical, Dental, Life and AD&D Insurance, 100% employer paid leave, as well as a flexible working environment, hybrid scheduling for remote and in office work, generous PTO package available upon hire, 10 fully paid holidays, and $1 for $1 401k match program. The Watkins Company is an Equal Opportunity Employer. #LI-Hybrid

The Watkins Company has been a pioneer in natural 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, and Baking Decorations.