Help Desk Manager - Lead IT Support & SLA Excellence

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

Benefits offered by this job

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

Job summary

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.

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 and service delivery operations.

Responsibilities

• Lead and manage multi-tier Help Desk and technical support teams.
• Ensure SLA compliance and timely resolution of incidents and service requests.
• Drive continuous improvement initiatives focused on service quality.

Skills

People leadership

Operational discipline

Analytical thinking

ServiceNow

KPI reporting

Education

Bachelor’s degree or equivalent

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.