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Help Desk Manager - Lowell Arkansas
Company: Wachter
Location: Lowell, Arkansas
Posted On: 05/16/2024
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:
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