4mo ago
USD 75–95/yr

Help Desk Manager- Mt. Laurel- Second Shift

United StatesUnited States·Mount Laurel,LowellWachter Perm - Benefitsmid
OtherHelp 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
OtherHelp 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

    Listing Details

    Posted
    May 26, 2026
    First seen
    May 27, 2026
    Last seen
    October 6, 2026

    Posting Health

    Days active
    131
    Repost count
    0
    Trust Level
    40%
    Scored at
    October 6, 2026

    Signal breakdown

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    Help Desk Manager- Mt. Laurel- Second ShiftUSD 75–95
    Apply Now