Help Desk Manager

Help Desk Manager Req number: R8418 Employment type: Full time Worksite flexibility: Hybrid Who we are CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. Job Summary We are looking for a motivated Help Desk Manager ready to take us to the next level! If you have experience ensuring high-quality service delivery, case management, stakeholder support, and continuous improvement and are looking for your next career move, apply now. Job Description We are looking for a Help Desk Manager to provide strategic and operational leadership for the client's Help Desk, ensuring high-quality service delivery, case management, stakeholder support, and continuous improvement across statewide student and staff data reporting initiatives. This position will be a full-time contract and hybrid in Trenton, NJ. What You'll Do Provide strategic direction and operational oversight for the NJSLEDS Help Desk, ensuring effective support for statewide student and staff data collections, reporting, and data governance activities Lead, mentor, and develop Help Desk staff while managing workload distribution, staffing needs, escalation processes, and overall service delivery performance Establish service standards, SLAs, performance metrics, workflows, and accountability measures to support operational excellence and customer satisfaction Oversee Salesforce Service Cloud operations, including case intake, triage, assignment, escalation, resolution, and closure activities Monitor case queues, backlog volumes, response times, case aging, SLA compliance, and escalation trends Develop and maintain workflows, routing rules, dashboards, reports, knowledge articles, and operational procedures to improve productivity and service quality Ensure accurate case documentation and adherence to established Help Desk processes and standards Support users with NJSLEDS data collections, business rules, system validations, reporting processes, and application functionality Collaborate with NJDOE program offices, school districts, vendors, technical teams, and leadership to resolve complex issues and support system enhancements Serve as a senior escalation point for high-priority issues and ensure timely communication, follow-up, and resolution Support training, communications, change management activities, and readiness efforts related to new functionality, business rules, and policy updates Develop and maintain operational dashboards, KPIs, and reporting to measure service performance and identify improvement opportunities Analyze trends related to case volume, backlog management, SLA performance, escalations, and customer satisfaction Lead continuous improvement initiatives focused on service delivery, process optimization, knowledge management, and customer experience Maintain Help Desk SOPs, governance procedures, training materials, and knowledge base content What You'll Need Required: 5+ years of Help Desk Management experience 5+ years of Incident Management experience 5+ years of experience with ticketing systems and case management platforms 5+ years of experience delivering exceptional customer service and support 5+ years of escalation management experience Experience managing Help Desk operations, support teams, and service delivery processes Experience developing and monitoring SLAs, KPIs, operational metrics, and service performance reporting Experience managing workflows, escalations, and support processes within enterprise environments Experience leading, coaching, and mentoring technical support staff Strong knowledge of customer service best practices and issue resolution processes Experience working with Salesforce Service Cloud or similar customer service and case management platforms Strong analytical, problem-solving, and organizational skills Excellent written and verbal communication skills Ability to collaborate effectively with technical teams, business stakeholders, vendors, and executive leadership Experience developing reports, dashboards, and operational analytics Preferred: Experience supporting education, student information, or government systems Experience with data governance, reporting, and compliance-related programs Experience leading process improvement and operational excellence initiatives Experience supporting large-scale enterprise applications and end-user communities Knowledge of change management, knowledge management, and service management best practices Physical Demands Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor Reasonable accommodation statement If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 – 8111. EEO Statement It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited. $60 - $64 per hour The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.