Help Desk Manager- Lowell, AR- Second Shift
Core
Leading multi-tier technical support operations, ensuring exceptional service delivery across incident management, request fulfillment, and customer support channels.
Role type
Help Desk Manager
Builds
Operational excellence in a fast-paced, ISO-certified, ITIL-aligned environment
Domain
IT Service Management / Technical Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, ServiceNow, ITIL frameworks, SLA management, Incident management, Escalation management, Operational analytics, Staffing planning, Process improvement, Cross-functional collaboration
Preferred skills
Bachelor's degree
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
