Help Desk Manager

Help Desk ManagerWachter is looking for a Full time Help Desk Manager in Mt. Laurel, AR for the 2pm-11pm shift.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 teamsOversee daily operations across phone, email, chat, and ticketing queuesEnsure SLA compliance and timely resolution of incidents and service requestsMonitor workload distribution, staffing levels, queue health, and escalation managementCoach, mentor, and develop supervisors and technical support personnelDrive continuous improvement initiatives focused on efficiency, service quality, and customer experienceMaintain compliance with ITIL processes, ISO standards, and internal operational proceduresAnalyze support metrics, reporting trends, and performance data to identify improvement opportunitiesCollaborate cross-functionally with IT, Operations, Engineering, and leadership teamsSupport workforce planning, scheduling, hiring, onboarding, and performance managementEnsure proper documentation, knowledge management, and process consistencyParticipate in incident reviews, root cause analysis, and corrective action planningQualifications:5+ years of Help Desk, Service Desk, or Technical Support leadership experienceExperience managing supervisors and high-volume support environmentsStrong understanding of incident management, escalation management, and service delivery operationsHands-on experience with ServiceNow or comparable ITSM platformsFamiliarity with ITIL frameworks and structured operational environmentsStrong communication, leadership, and organizational skillsAbility to manage competing priorities in a fast-paced environmentExperience with KPI reporting, SLA management, and operational analyticsBachelor's degree preferred, or equivalent combination of education and experienceBenefits Package: Company Paid!Medical, Dental, Prescription & Vision Benefits--No premium cost!Life, AD&D and LTD insurancePaid Vacation and HolidaysCompany-Matched 401(k) and IRA Retirement Savings$75 - $95 a yearWachter 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.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.