• Information Technology
  • Concord, MA, USA
  • Full Time

When people think of Welch's, they think of our great tasting juice and jelly and a trusted, iconic brand. People also think we are a big company. We're not. We're a co-operative, owned by the family farmers who grow our delicious and nutritious grapes. Our work allows our farmers to maintain an agricultural way of life, send their children to college, and hand their farm down to the next generation as was done for almost 150 years. 

At Welch's you'll find people who are genuine and talented, and a collaborative community.  We think like farmers  - we're agile, we're resilient, and we're passionate about our grapes and our brand. We're real and honest people with a shared purpose. And we're building a team that's playing to win and daring to try new things.

We're looking for an IT Service Desk Manager to join our team to manage relationships with our Service Desk provider, oversee local helpdesk resources, and to plan, deploy and maintain client hardware, software, and peripheral devices.

What You'll Do:

  • Service Desk responsibilities include:
    • Help Desk Metrics reporting, monthly/quarterly business reviews
    • Strong Customer Service skills, providing timely response, escalation and high customer satisfaction
    • Build SLA's and policies and procedures related to incident management, escalation, closure
    • On-boarding and off-boarding employees, and providing support and guidance to colleagues and off-site resources

Plan, deploy and maintain client hardware, software, and peripheral devices.   Primary support to Concord, Sales, Field Sales, General Office, National, and Teleworkers.   Secondary Support and guidance to Plant System Managers in Grandview, Lawton, Westfield, and North East.

  • This individual is the primary technical resource for end-user computing and is responsible for:
    • Developing, managing and deploying, projects, policies, procedures, documentation, post-deployment support, service desk requirements, asset management, antivirus, encryption and recovery
    • Researching and recommending tools and training for technical and end-user teams
    • Advising management of technology trends and deployment opportunities
    • Developing business cases
    • Facilitating changes using the IT Change Order Process

Who You Are:

  • Must be Customer service oriented - Ability to work with vendors and associates in a professional manner.
  • Strong management skills with the ability to lead and coordinate activities among diverse technical groups.

What You'll Need:

  • BS Computer Science with 5-7 years experience in Computer Operations, PC Desktop and Help Desk support or equivalent experience.
  • In depth knowledge of
    • Personal Computer hardware and peripheral devices including:
      • Desktops, laptops, notebooks, tablets, VDI, handheld devices, printers, scanners, internal/external drives, memory sticks, etc.
    • Personal Computer networking protocols and configurations
      • TCP/IP
      • Windows Networking
      • Wi-Fi / Wireless networking protocols
      • Cable and DSL networking
    • Industry standard software applications, particularly
      • Microsoft SCCM (Image management / software deployment/ Patching)
      • Microsoft OS and Office applications
      • VMware OS and VDI (desktop virtualization)
      • Encryption processes to manage PII
      • Latest Antivirus technologies
      • Adobe
      • Oracle Client Applications
      • Service Desk
      • Dell Software and hardware

What You'll Enjoy:

  • Collaborative colleagues working together to deliver results.
  • Flexible work schedules including Summer and Winter Hours
  • Robust health benefits, and paid time off programs
  • Generous 401k plan with annual company match
  • Discounts on Welch's products

Welch's believes diversity makes good business sense and we take pride in being an Equal Opportunity Employer:  Minority/Female/Disability/Protected Veteran



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