Help Desk Manager- Mt. Laurel- Second Shift

Mount Laurel, NJWachter Technology Solutions – Network Engineering /Wachter Perm - Benefits /On-siteResponsibilities: Lead and manage multi-tier Help Desk and technical support teamsOversee daily operations across phone, email, chat, and ticketing queuesEnsure SLA compliance and timely resolution of incidents and service requestsMonitor workload distribution, staffing levels, queue health, and escalation managementCoach, mentor, and develop supervisors and technical support personnelDrive continuous improvement initiatives focused on efficiency, service quality, and customer experienceMaintain compliance with ITIL processes, ISO standards, and internal operational proceduresAnalyze support metrics, reporting trends, and performance data to identify improvement opportunitiesCollaborate cross-functionally with IT, Operations, Engineering, and leadership teamsSupport workforce planning, scheduling, hiring, onboarding, and performance managementEnsure proper documentation, knowledge management, and process consistencyParticipate in incident reviews, root cause analysis, and corrective action planningQualifications:5+ years of Help Desk, Service Desk, or Technical Support leadership experienceExperience managing supervisors and high-volume support environmentsStrong understanding of incident management, escalation management, and service delivery operationsHands-on experience with ServiceNow or comparable ITSM platformsFamiliarity with ITIL frameworks and structured operational environmentsStrong communication, leadership, and organizational skillsAbility to manage competing priorities in a fast-paced environmentExperience with KPI reporting, SLA management, and operational analyticsBachelor’s degree preferred, or equivalent combination of education and experienceBenefits Package: Company Paid!Medical, Dental, Prescription & Vision Benefits--No premium cost!Life, AD&D and LTD insurancePaid Vacation and HolidaysCompany-Matched 401(k) and IRA Retirement Savings$75 - $95 a yearWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.

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