Help Desk Manager

Wachter's greatest asset is the people who work here. Join the Wachter family and chart your career path!

Wachter is accepting applications for an experienced Help Desk Manager with a strong background in network engineering to lead our technical support team in our Lowell, AR office. This position requires a hands-on technical leader combined with customer service experience. Our help desk supports a diverse range of IT issues, focusing on providing exceptional service to our field technicians. With an employee base of 30 to 40 employees, we value teamwork, efficiency, and a proactive approach to problem-solving. Candidates should possess a solid voice/data/security or electrical field technical background with a problem-solving attitude with the ability to motivate their team to achieve specific goals.

We seek self-motivated and reliable candidates, who can work independently and find solutions to complete the job. Long-term employment with competitive pay and exceptional benefits for qualified candidates. We value relationships and invest in our employees.

Benefits package: Company Paid!

• Medical, Dental, Prescription & Vision Benefits 
• Life, AD&D, and LTD insurance 
• Paid Vacation and Holidays 
• Teladoc & TriaHealth 
• Company-Matched 401K and IRA Retirement Savings

Requirements:

• Bachelor’s degree in computer science, Information Technology, or a related field or equivalent experience.
• At least 5 years of experience in a technical support or help desk leadership role, with a proven track record of managing medium-sized teams.
• Strong background in network engineering, with certifications such as CCNA, CCNP, or equivalent being highly desirable.
• Solid understanding of ITIL methodology, with certification preferred.
• Experience with financial management and human resources responsibilities in a technical support environment.
• Excellent leadership, communication, and interpersonal skills, capable of motivating and guiding a team towards achieving excellence.
• Ability to work under pressure, manage multiple priorities, and adapt to changing demands.
• Proficient in the use of help desk software, ITSM tools, and Microsoft Office Suite.

Responsibilities:

• Oversee the operation of the help desk, ensuring efficient resolution of technical issues and high customer satisfaction.
• Apply your network engineering expertise to guide the team in troubleshooting complex issues, particularly those related to network infrastructure.
• Manage day-to-day operations.
• Implement and adhere to ITIL best practices to optimize service delivery and process improvement.
• Manage financial aspects of the help desk operations, including budgeting, forecasting, and cost control.
• Handle human resources duties, including hiring, training, performance evaluations, and development of a skilled and motivated team.
• Direct supervision of day and night supervisors, ensuring cohesive team management and alignment with organizational goals.
• Analyze performance metrics to identify trends, anticipate potential issues, and implement proactive solutions.
• Foster a culture of continuous improvement, encouraging innovation and the adoption of new technologies to enhance service quality.
• Ensure compliance with company policies, industry standards, and regulatory requirements.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A supportive and collaborative work environment.
• The chance to make a significant impact in a growing company.

About:

Wachter 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.

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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.