Wachter
Network Engineering
HelpDeskManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Help Desk Manager at Wachter. Skills: Help Desk Management, Technical Support, Service Delivery. Lead and manage multi-tier Help Desk and technical support teams. Oversee daily operations across phone, email, chat, and ticketing queues”
What You'll Achieve.
ensuring exceptional service delivery; driving operational excellence; improving customer satisfaction
Industry & Context.
analytical thinking
2pm-11pm shift
What They're Looking For.
Must Have
5+ years of Help Desk, Service Desk, or Technical Support leadership experience, Experience managing supervisors and high-volume support environments, understanding of incident management, escalation management, and service delivery operations, Hands-on experience with ServiceNow or comparable ITSM platforms, Familiarity with ITIL frameworks and structured operational environments, communication, leadership, and organizational skills, Ability to manage competing priorities in a fast-paced environment, Experience with KPI reporting, SLA management, and operational analytics
Nice to Have
Bachelor’s degree preferred, or equivalent combination of education and experience
What You'll Do.
Lead and manage multi-tier Help Desk and technical support teams
Oversee daily operations across phone
Ensure SLA compliance and timely resolution of incidents and service requests
Monitor workload distribution
and escalation management
and develop supervisors and technical support personnel
Drive continuous improvement initiatives focused on efficiency
and customer experience
Maintain compliance with ITIL processes
and internal operational procedures
Analyze support metrics
and performance data to identify improvement opportunities
Collaborate cross-functionally with IT
Support workforce planning
and performance management
Ensure proper documentation
and process consistency
Participate in incident reviews
and corrective action planning
How You'll Work.
Team & Collaboration
Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams
Communication Scope
communication skills
Full Job Description
## Description Wachter 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 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 compliance with ITIL processes, ISO standards, and internal operational procedures Analyze support metrics, reporting trends, and performance data to identify improvement opportunities Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams Support workforce planning, scheduling, hiring, onboarding, and performance management Ensure proper documentation, knowledge management, and process consistency Participate in incident reviews, root cause analysis, and corrective action planning ## Qualifications 5+ years of Help Desk, Service Desk, or Technical Support leadership experience Experience managing supervisors
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