Sr Mgr - Help Desk & Application Support

At Kenco Logistics, you’re more than just a team member—you’re part of a company that values innovation, integrity, and a strong commitment to its people. As one of the leading 3PL providers in the U.S., Kenco offers a dynamic and supportive work environment where your ideas matter and your growth is a priority. With a focus on safety, sustainability, and continuous improvement, Kenco empowers employees to make a real impact in the supply chain industry while building rewarding careers. Join a company where your contributions help move the world forward—one shipment at a time.

About the Position

The Senior Manager of Help Desk & Application Support provides strategic leadership and governance for Kenco’s enterprise support environment. This role oversees the performance, effectiveness, and maturity of Help Desk operations and Application Support functions to ensure system availability, service quality, and alignment to organizational goals. The Senior Manager drives the development of support standards, evaluates operational health using KPIs, and leads continuous improvement efforts that enhance user experience and operational reliability across both headquarters and remote operations.

Functions

• Leads and develops the Help Desk and Application Support teams, ensuring effective supervision, capability development, and accountability of domestic and offshore team members.
• Provides strategic oversight of Level 2 application support for Kenco product and service lines by establishing governance for service levels, escalation models, and performance metrics; oversee measurement and reporting.
• Analyzes operational KPIs, trending, network outage impacts, and overall support performance to transform the IT Support Structure.
• Develops and reengineers processes to execute short and long-term strategies.
• Own governance of support documentation, including standards, controls, disaster recovery procedures, SLAs, and escalation protocols. Ensure documentation accuracy and remediation of audit findings.
• Oversees site implementation readiness through oversight of various IT Procurement and deployment of personnel to remote locations for training and site setup.
• Ensures governance of support processes by providing vendor performance insights, managing support levels and new product implementation procedures, maintaining process updates, and addressing audit findings.
• Partners with IT leadership to manage annual budgets for software, hardware, and support tools.
• Govern software lifecycle management, hardware lifecycle maintenance, and compliance.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, or related field, or equivalent experience.
• 10 years of IT support experience, including 5 years in leadership.
• 2 years’ experience managing offshore teams.
• Experience with ITIL frameworks and large‑scale IT change efforts.
• Strong communication, planning, problem‑solving, and relationship‑building skills.
• Ability to travel periodically as required for site walkthroughs and cutovers.

Competencies

• Business Acumen – Knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization.
• Communicate for Impact – Devoting the time and resources necessary to communicate the strategic vision, direction, priorities, and progress of the team for which you are responsible.
• Leading People – Ability to develop and implement strategies to maximize employee performance and foster employee engagement in meeting the organization's strategy.
• Managing Transitions/Change Management – Effectively plans, manages and communicates changes in processes with appropriate stakeholders.
• Relationship Management – Building and maintaining relationships with internal partners to successfully complete projects and organizational objectives.
• Strategic Agility - Gains perspective and balances the pressure between daily tasks and strategic actions that impact the long-term viability of the organization.

Travel Requirements

• This position is expected to travel approximately 25% or less.
• You will be required to have a valid passport to travel to Canada or Mexico.

For California residents – please enter or copy/paste the address below into your address bar to review an important notice regarding Kenco’s privacy policy.

https://www.kencogroup.com/ccpa-notice-at-collection-for-employees-and-applicants/

Benefits offered:

• 
  Medical insurance including HSA, HRA and FSA accounts

• Supplemental insurance including critical illness, hospital indemnity, accidental injury

• Dental Insurance

• Vision Insurance

• Basic Life and Supplemental Life

• Short Term and Long Term Disability

• Paid Parental Leave

• 401(k)

• Paid Time Off approximately 2 weeks (accrual begins on Day 1 of employment)

• Employer Paid Holidays- 10 days

Kenco strives to provide a supportive, professional environment for all employees. As a part of Kenco, we expect our team to uphold our three key pillars: be honest, serve, and get better. Each should strive for operational excellence, pursue innovation, and want to grow with our company.

Kenco Group is an Equal-Opportunity Employer. All employees and applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability, or any other characteristic protected by law.

Please click the image to download the EEOC ‘Know Your Rights; Discrimination is Illegal’ posting.
https://www.eeoc.gov/poster
For California residents please enter or copy/paste the address below into your address bar

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

For California residents – please enter or copy/paste the address below into your address bar to review an important notice regarding Kenco’s privacy policy.
https://www.kencogroup.com/ccpa-notice-at-collection-for-employees-and-applicants/