Help Desk Manager- Lowell, AR- Second Shift
Wachter, Inc. Lowell, AR
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Overview
Schedule
Alternate-schedule
Full-time
Career level
Director
Remote
On-site
Benefits
Career Development
Job Description
Wachter is looking for a Full time Help Desk Manager in Lowell, AR for the 2pm-11pm.
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
About:
Wachter is a family-owned company since 1930 and we see each employee as a critical piece of the Wachter Family. With over 900 licenses across the country, Wachter serves commercial and industrial clients with the right technologies needed to keep them successful.
We design, install, and maintain the technologies that keep businesses operating efficiently. Our team of dedicated electricians, engineers, and technicians provides electrical, data, security, communications, and automation services to clients in numerous industries.
Follow us on Facebook, Instagram, Twitter, and LinkedIn.
We're an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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FAQs About Help Desk Manager- Lowell, AR- Second Shift Jobs at Wachter, Inc.
What is the work location for this position at Wachter, Inc. ?
This job at Wachter, Inc. is located in Lowell, AR, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Wachter, Inc. ?
Employer has not shared pay details for this role.
What employment applies to this position at Wachter, Inc. ?
Wachter, Inc. lists this position under the following employment categories:
- Alternate-schedule
- Full-time
What experience level is required for this role at Wachter, Inc. ?
Wachter, Inc. is looking for a candidate with "Director" experience level.
What benefits are offered by Wachter, Inc. for this role?
Wachter, Inc. offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Wachter, Inc. ?
You can apply for this role at Wachter, Inc. either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.