5mo ago
USD 75–95 per year

Help Desk Manager- Mt. Laurel- Second Shift

United StatesUnited States·Mount Laurel,LowellWachter Perm - Benefitsmid
Customer SupportOtherIt Support SpecialistHelp Desk
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Quick Summary

Overview

Lead and manage multi-tier Help Desk and technical support teams Oversee daily operations across phone, email, chat,

Technical Tools
Customer SupportOtherIt Support SpecialistHelp Desk
  • 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
  • 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
  • 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

    • Location & Eligibility

    Where is the job
    Mount Laurel, United States
    On-site at the office
    Who can apply
    US

    About this job

    Pay per year
    $75–$95 a year
    Who can apply
    United States
    Posted
    153 days ago
    Employer
    has 140 open jobs on Jobera in 2 countries.

    Listing Details

    Posted
    May 26, 2026
    First seen
    May 27, 2026
    Last seen
    October 27, 2026

    Posting Health

    Days active
    152
    Repost count
    0
    Trust Level
    40%
    Scored at
    October 27, 2026

    Signal breakdown

    freshnesssource trustcontent trustemployer trust
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    Help Desk Manager- Mt. Laurel- Second ShiftUSD 75–95 per year
    Apply Now