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Help Desk Manager

Company: Wachter
Location: Lowell
Posted on: May 15, 2024

Job Description:

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.

          $75,000 - $90,000 a year

          Based on qualifications and experience.

Keywords: Wachter, Springdale , Help Desk Manager, Executive , Lowell, Arkansas

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