Service Desk Manager - People Leader for MSP (Onsite)

Build the team. Develop future leaders. Help shape a growing IT support operation. We’re partnering with a growing managed IT services company looking for an experienced Help Desk Manager to lead, develop, and elevate its technical support organization. This is not simply a ticket-management role . You’ll have the opportunity to develop Team Leads and technicians, improve processes, strengthen service delivery, and help shape how the Help Desk scales as the organization grows. If you’re a hands-on leader who enjoys developing people, improving operations, and delivering an exceptional customer experience , this could be a great next step. What You’ll Do Lead, coach, and develop Team Leads and technical support professionals Build a culture of ownership, accountability, collaboration, and excellent customer service Conduct 1:1s, performance reviews, coaching, and development planning Support hiring, onboarding, performance improvement, and career development Monitor SLAs, KPIs, ticket queues, backlog, response/resolution times, escalations, and customer satisfaction Manage critical escalations and help teams prioritize effectively Improve processes, SOPs, documentation, and Service Desk workflows Identify opportunities to use automation and AI to improve service delivery Partner with technical and senior leadership on staffing, capacity, and operational improvements Stay technically engaged enough to guide complex escalations and support your team when needed What We’re Looking For You could be a strong fit if you have: Experience leading a Help Desk, Service Desk, Technical Support, or IT Support team Experience in managed services, MSP, or multi-client IT support environments Experience managing and developing technical support professionals Experience leading Team Leads or other technical leaders is strongly preferred Strong knowledge of SLAs, KPIs, ticket queues, escalations, and customer satisfaction Experience with hiring, coaching, performance reviews, and performance improvement A strong customer-service and ownership mindset The ability to work onsite Monday–Friday in Lakewood, NJ Technical Experience Familiarity with technologies such as: Experience with ConnectWise, ServiceNow, ITIL, automation, or AI-enabled support tools is a plus. Why This Opportunity? This is an opportunity to do more than maintain an existing Help Desk. You’ll have the ability to: Shape and improve how the Service Desk operates Develop Team Leads and future technical leaders Work closely with senior leadership Introduce better processes, tools, and automation Work with modern Microsoft, cloud, automation, and AI technologies Make a visible impact on both the team and customer experience Grow alongside an organization that is continuing to scale Compensation & Location $105,000–$145,000+ annually , depending on experience and overall fit Strictly Onsite Monday–Friday If you’re an experienced Help Desk or Service Desk leader who enjoys building teams, developing people, solving problems, and improving IT support , we’d like to hear from you. Our Hiring Process We've designed our process to be straightforward and efficient: Step 1 — AI Qualification Interview Selected applicants complete a short AI-powered qualification interview at a convenient time. The Zero Hiring team reviews your application and interview responses and follows up with qualified candidates. Step 3 — CubX Interviews Meet the CubX leadership team to discuss your experience, leadership approach, technical background, and mutual fit. Step 4 — Offer If it's a strong match on both sides, we'll move quickly toward an offer. #J-18808-Ljbffr Zero Hiring