Service Desk Manager

Job Summary The Help Desk Manager is responsible for leading our customer multi-tier technical support operations, ensuring exceptional service delivery across incident management, request fulfillment, and customer support channels. This role oversees Help Desk Supervisors and support staff while driving operational excellence in a fast-paced, ISO‑certified, ITIL‑aligned environment. 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 Skills & 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 Proficiency in troubleshooting software and customer support processes Customer‑service orientation and commitment to continuous improvement Bachelor’s degree preferred, or equivalent combination of education and experience Intermediate level of experience Location & Employment Type Contract to Hire position based out of Mount Laurel, NJ. The role may also be based in Lowell, Arkansas. Compensation & Benefits Pay range: $32.00 – $40.00 per hour. Medical, dental & vision Critical illness, accident, and hospital 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for employee and dependents) Short‑term and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Equal Opportunity Statement The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law. #J-18808-Ljbffr