Help Desk Manager- Mt. Laurel- Second Shift

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