Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
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.
\nAbout:
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.
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