Wachter

Nationwide technology integration and deployment services

Help Desk Manager

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeLowell, AR, USA

About the Job

Requirements

Five or more years of Help Desk, Service Desk, or Technical Support leadership experience.
Experience managing supervisors and high-volume support environments.
Strong understanding of incident management, escalation management, and service delivery operations.
Hands-on experience with ServiceNow or comparable IT service management platforms.
Familiarity with ITIL frameworks and structured operational environments.
Ability to manage competing priorities in a fast-paced environment.
Experience with key performance indicator reporting, service-level agreement management, and operational analytics.
A bachelor's degree is preferred, or an equivalent combination of education and experience.

Responsibilities

Lead and manage multi-tier Help Desk and technical support teams.
Oversee daily operations across phone, email, chat, and ticketing queues.
Ensure service-level agreement compliance and timely resolution of incidents and service requests.
Monitor workload distribution, staffing levels, queue health, and escalation management.
Coach, mentor, and develop supervisors and technical support personnel.
Drive continuous improvement initiatives focused on efficiency, service quality, and customer experience.
Maintain compliance with ITIL processes, ISO standards, and internal operational procedures.
Analyze support metrics, reporting trends, and performance data to identify improvement opportunities.
Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams.
Support workforce planning, scheduling, hiring, onboarding, and performance management.
Ensure proper documentation, knowledge management, and process consistency.
Participate in incident reviews, root cause analysis, and corrective action planning.

Salary Range: 75 to 95 (Currency: USD) (Pay period: per-year-salary)

Wachter is looking for a full-time onsite Help Desk Manager in Lowell, AR, for the 2:00pm-11:00 pm shift.

The Help Desk Manager is responsible for leading Wachter’s multi-tier technical support operations, ensuring exceptional service delivery across incident management, request fulfillment, and customer support channels. This role oversees Help Desk Supervisors and support staff while driving operational excellence in a fast-paced, ISO-certified, ITIL-aligned environment.

The ideal candidate is a strong people leader with experience managing technical support teams, enforcing service standards, optimizing workflows, and improving customer satisfaction. Success in this role requires strong operational discipline, leadership presence, analytical thinking, and hands-on experience with ServiceNow or similar ticketing platforms.

Responsibilities:

Lead and manage multi-tier Help Desk and technical support teams

Oversee daily operations across phone, email, chat, and ticketing queues

Ensure SLA compliance and timely resolution of incidents and service requests

Monitor workload distribution, staffing levels, queue health, and escalation management

Coach, mentor, and develop supervisors and technical support personnel

Drive continuous improvement initiatives focused on efficiency, service quality, and customer experience

Maintain compliance with ITIL processes, ISO standards, and internal operational procedures

Analyze support metrics, reporting trends, and performance data to identify improvement opportunities

Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams

Support workforce planning, scheduling, hiring, onboarding, and performance management

Ensure proper documentation, knowledge management, and process consistency

Participate in incident reviews, root cause analysis, and corrective action planning

Qualifications:

5+ years of Help Desk, Service Desk, or Technical Support leadership experience

Experience managing supervisors and high-volume support environments

Strong understanding of incident management, escalation management, and service delivery operations

Hands-on experience with ServiceNow or comparable ITSM platforms

Familiarity with ITIL frameworks and structured operational environments

Strong communication, leadership, and organizational skills

Ability to manage competing priorities in a fast-paced environment

Experience with KPI reporting, SLA management, and operational analytics

Bachelor’s degree preferred, or equivalent combination of education and experience

Benefits Package: Company Paid!

Medical, Dental, Prescription & Vision Benefits--No premium cost!

Life, AD&D and LTD insurance

Paid Vacation and Holidays

Company-Matched 401(k) and IRA Retirement Savings

About the Company

Wachter

Nationwide technology integration and deployment services

Wachter, Inc. specializes in technology integration, offering solutions such as IoT, electrical systems, IT networks, renewable energy, automation, controls, and physical security. The company is a Cisco Gold Certified Partner and provides nationwide deployment with over 1,400 W2 technicians and electricians licensed to work in all 50 states, along with 24/7/365 customized support through TRUST.Wachter.com.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Lenexa, Kansas
Founded: 1930

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