Help Desk Manager- Mt. Laurel- Second Shift

Job description

### 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 ### Qualifications: - 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 ### Benefits Package: Company Paid! - 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