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 and high-volume support environments

Strong 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

Strong communication, leadership, and organizational skills

Ability to manage competing priorities in a fast-paced environment

Experience with KPI reporting, SLA management, and operational analytics

Bachelor’s degree preferred, or equivalent combination of education and experience

### Benefits Package: Company Paid!

Medical, Dental, Prescription & Vision Benefits--No premium cost!

Life, AD&D and LTD insurance

Paid Vacation and Holidays

Company-Matched 401(k) and IRA Retirement Savings

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.

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.

Help Desk Manager- Mt. Laurel- Second Shift

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