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


We're not just about grapes. Our bold ambition is to be the leading company of convenient, good for you, fruit-based food and beverage globally. To make this happen, we need talented, agile and innovative people who want to help us grow something special together.

Our culture is authentic, and we are building an inclusive environment where you belong and can be the best version of yourself. If you're passionate about achieving goals, trying new things and making an impact every day, we want to hear from you!

We are looking for an IT End User Services Manager to join our team. This position will be responsible for our overall IT Service management and IT Service Desk functions, and will be the primary resource responsible for the overall quality of service delivery to the entire Welch's organization. This person will also provide strategic and hands-on leadership and support for our End user community.


  • 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
  • Provide monthly performance metrics and recommend continuous service improvement opportunities.
  • Develops SLA's, KPI's and reporting to govern processes, ensure customer satisfaction, and make recommendations for improvement.
  • Oversees the establishment and use of best practices in IT service management.
  • Responsible for incorporating new services into the service catalog and service delivery model.
  • Develop and drive implementation of the service management strategy and associated business processes across the IT organization. Develop process strategy and build stakeholder buy in.
  • 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
  • Coordinate planned changes with customers, change management and operations.
  • Research and recommend appropriate hardware platforms, devices, operating systems, processes and applications, assess and promote business cases for new ideas
  • Manage projects for development, upgrades and deployment
  • Provide exceptional customer support and vendor relationship management
  • Maintain currency with technological developments in mobile, personal, and virtual computing.
  • Manage and Distribute desktop images, software and system patches for physical and virtual desktops.
  • Test and verify compatibility with installed applications
  • Maintain relationships with technical teams, IT, and business partners. Communicates and manages major service outages.
  • Provide reporting and tracking documentation
  • Provide remote access and support to end users and Plant System Managers
  • Evaluate needs, recommend and deliver appropriate end-user / departmental training.
  • Deliver accurate asset management and reporting to ensure license compliance
  • Ensure a secure and reliable work environment. Manage, recovery, antivirus and encryption of all desktop applications.
  • Ensure software versions are maintained and supported
  • Develop relationships with vendors to maintain, upgrade, install and support applications


  • Customer service oriented, able to work with vendors and associates in a professional manner.
  • Understands the needs of the customer and consumer by using technology, data and insights.
  • Makes decisions that positively impact the current and future state of the business.
  • Works relentlessly to overachieve, anticipate obstacles, and creates plans to overcome them.
  • Sets stretch goals and plans to achieve them.
  • Develops meaningful relationships and collaborates across departments.
  • Engages in healthy dialogue and makes decisions with Welch's best interest in mind.
  • Continuously changes the status quo and seeks ways to improve and develop.
  • Strong management skills with the ability to lead and coordinate activities among diverse technical groups.


  • Bachelor's degree in Information Systems, Computer Science or related discipline.
  • 5-7 years proven work experience with IT Service Management in an enterprise environment in delivering and maintaining the company's IT services.
  • Experience managing outsourced IT Service Desk providers.
  • Ability to work within a 24/7 environment across multiple time zones.
  • Excellent organizational and time management skills.
  • ITILv3 Foundation Certificate completion preferred.
  • In depth knowledge of Dell computer hardware and Dell Software.
  • Must be Hands on with expert knowledge in troubleshooting Windows Operating systems
  • Experience with Collaboration technologies in particular MS Teams and Ring Central.
  • Knowledge of networking protocols and configurations (TCPIP, Windows Networking, etc...)
  • Experience with software applications (Microsoft SCCM or Intune, Microsoft Office, VMware OS and VDI, Encryption and AV technologies, Adobe, Oracle Client Applications, Absolute, Etc).


  • Organization with a bold, clear purpose.
  • Authentic culture that supports working together to deliver results.
  • Workplace where teams care about each other and your voice is heard.
  • Core and voluntary benefits so you can choose the right recipe for you.
  • Generous 401(k) plan with annual company match.
  • Flexible schedules so you can balance your work life priorities.
  • Learning and development opportunities with coaching.
  • Safe and clean working environment.

Welch's believes that our differences make the difference, and we take pride in being an Equal Opportunity Employer Disability/Vets.

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