Help Desk Manager- Mt. Laurel- Second Shift
Core
Lead and manage multi-tier Help Desk and technical support teams, overseeing daily operations across phone, email, chat, and ticketing queues.
Role type
Help Desk Manager
Builds
IT support services and operational efficiency
Domain
IT Service Management
Deliverable
dashboards & analysis
Required skills
Team leadership, SLA compliance, Incident management, Escalation management, ServiceNow, ITIL frameworks, KPI reporting, Workforce planning, Cross-functional collaboration, Process documentation
Preferred skills
Bachelor's degree
Technologies
ServiceNow
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, Support workforce planning, scheduling, hiring, onboarding, and performance management, Participate in incident reviews, root cause analysis, and corrective action planning
Seniority
Mid-Senior, hands-on IC
