Lead Help Desk & IT Service Delivery Manager

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

Benefits offered by this job

Medical, Dental, Vision benefits

Life & AD&D

Paid vacation & holidays

Company-matched 401(k)

Job summary

Wachter, Inc. is seeking a Full-time Help Desk Manager in Lowell, AR (2pm-11pm shift) to lead our multi-tier support teams. You will oversee incident management, request fulfillment, and customer service across channels, driving operational excellence in an ISO-aligned environment.

The ideal candidate will be a strong people leader with hands-on ServiceNow experience, and a proven track record of improving customer satisfaction and metrics-driven performance.

Qualifications

• 5+ years leading Help Desk/Support teams.
• Experience managing supervisors in high-volume environments.
• Strong knowledge of incident management and service delivery operations.

Responsibilities

• Lead multi-tier Help Desk and technical support teams.
• Oversee daily ops across phone, email, chat, and ticketing queues.
• Ensure SLA compliance and timely incident/service request resolution.

Skills

People leadership

Incident management

Escalation management

ServiceNow

SLA management

Operational analytics

Education

Bachelor's degree preferred

Tools

ServiceNow

Job description

Wachter, Inc. is seeking a Full-time Help Desk Manager in Lowell, AR (2pm-11pm shift) to lead our multi-tier support teams. You will oversee incident management, request fulfillment, and customer service across channels, driving operational excellence in an ISO-aligned environment.

The ideal candidate will be a strong people leader with hands-on ServiceNow experience, and a proven track record of improving customer satisfaction and metrics-driven performance.