About the role
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