Help Desk Manager - Lead IT Support & SLA Excellence

Wachter, Inc.; Lowell (MA); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Wachter, Inc. in Lowell, Arkansas, seeks a Full-time Help Desk Manager to lead their multi-tier technical support operations from 2pm to 11pm. A candidate with 5+ years of leadership in technical support and hands-on ServiceNow experience is preferred.

The role focuses on managing teams, ensuring SLA compliance, coaching staff, and driving operational excellence in a fast-paced environment. Competitive compensation and comprehensive benefits are offered.

Qualifications

• 5+ years of technical support leadership experience.
• Experience coaching staff and driving operational excellence.
• Proven ability to manage multi-tier support teams and meet SLAs.

Responsibilities

• Lead multiple technical support teams and ensure SLA compliance.
• Coach and mentor staff to deliver high-quality service.
• Drive operational excellence in a fast-paced help desk environment.

Skills

Technical leadership

SLA management

Coaching staff

Team management

Tools

ServiceNow

Job description

Wachter, Inc. is seeking a Full-time Help Desk Manager in Lowell, Arkansas, to lead their multi-tier technical support operations from 2pm to 11pm. The ideal candidate should have over 5 years of experience in technical support leadership and hands-on experience with ServiceNow or similar platforms.

Your responsibilities will include managing support teams, ensuring SLA compliance, coaching staff, and driving operational excellence in a fast-paced environment. A competitive compensation of $75,000 to $95,000 annually is offered, along with comprehensive benefits.