Help Desk Manager - ITIL/ServiceNow Leader (2pm-11pm)

Wachter; Lowell (AR); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Prescription & Vision

Life, AD&D and LTD

Paid Vacation and Holidays

Company‑Matched 401(k) and IRA

Job summary

Wachter in Lowell, AR is seeking a full-time Help Desk Manager to lead multi-tier technical support operations for the 2 pm–11 pm shift, ensuring high-quality incident management, request fulfillment, and customer support across channels.

The ideal candidate will be a strong people leader with experience managing support teams, enforcing service standards, optimizing workflows, and using ServiceNow or similar ITSM platforms within an ITIL-aligned, ISO-certified environment.

Qualifications

• 5+ years of leadership experience in help desk or service desk environments.
• Experience managing supervisors and high-volume support teams.
• Strong understanding of incident management, escalation, and service delivery operations.

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 ITIL processes, ISO standards, and internal procedures.
• Analyze support metrics, reporting trends, and performance data for improvements.
• Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams.
• Support workforce planning, scheduling, hiring, onboarding, and performance management.

Skills

Leadership

Incident management

ServiceNow

KPI reporting

Communication

Education

Bachelor’s degree preferred

Tools

ServiceNow

Job description

Wachter in Lowell, AR is seeking a full-time Help Desk Manager to lead multi-tier technical support operations for the 2 pm–11 pm shift, ensuring high-quality incident management, request fulfillment, and customer support across channels.

The ideal candidate will be a strong people leader with experience managing support teams, enforcing service standards, optimizing workflows, and using ServiceNow or similar ITSM platforms within an ITIL-aligned, ISO-certified environment.