Help Desk Manager

Help Desk ManagerWe are looking for a motivated Help Desk Manager ready to take us to the next level! If you have experience ensuring high-quality service delivery, case management, stakeholder support, and continuous improvement and are looking for your next career move, apply now.Job DescriptionWe are looking for a Help Desk Manager to provide strategic and operational leadership for the client's Help Desk, ensuring high-quality service delivery, case management, stakeholder support, and continuous improvement across statewide student and staff data reporting initiatives. This position will be a full-time contract and hybrid in Trenton, NJ.What You'll DoProvide strategic direction and operational oversight for the NJSLEDS Help Desk, ensuring effective support for statewide student and staff data collections, reporting, and data governance activitiesLead, mentor, and develop Help Desk staff while managing workload distribution, staffing needs, escalation processes, and overall service delivery performanceEstablish service standards, SLAs, performance metrics, workflows, and accountability measures to support operational excellence and customer satisfactionOversee Salesforce Service Cloud operations, including case intake, triage, assignment, escalation, resolution, and closure activitiesMonitor case queues, backlog volumes, response times, case aging, SLA compliance, and escalation trendsDevelop and maintain workflows, routing rules, dashboards, reports, knowledge articles, and operational procedures to improve productivity and service qualityEnsure accurate case documentation and adherence to established Help Desk processes and standardsSupport users with NJSLEDS data collections, business rules, system validations, reporting processes, and application functionalityCollaborate with NJDOE program offices, school districts, vendors, technical teams, and leadership to resolve complex issues and support system enhancementsServe as a senior escalation point for high-priority issues and ensure timely communication, follow-up, and resolutionSupport training, communications, change management activities, and readiness efforts related to new functionality, business rules, and policy updatesDevelop and maintain operational dashboards, KPIs, and reporting to measure service performance and identify improvement opportunitiesAnalyze trends related to case volume, backlog management, SLA performance, escalations, and customer satisfactionLead continuous improvement initiatives focused on service delivery, process optimization, knowledge management, and customer experienceMaintain Help Desk SOPs, governance procedures, training materials, and knowledge base contentWhat You'll Need5+ years of Help Desk Management experience5+ years of Incident Management experience5+ years of experience with ticketing systems and case management platforms5+ years of experience delivering exceptional customer service and support5+ years of escalation management experienceExperience managing Help Desk operations, support teams, and service delivery processesExperience developing and monitoring SLAs, KPIs, operational metrics, and service performance reportingExperience managing workflows, escalations, and support processes within enterprise environmentsExperience leading, coaching, and mentoring technical support staffStrong knowledge of customer service best practices and issue resolution processesExperience working with Salesforce Service Cloud or similar customer service and case management platformsStrong analytical, problem-solving, and organizational skillsExcellent written and verbal communication skillsAbility to collaborate effectively with technical teams, business stakeholders, vendors, and executive leadershipExperience developing reports, dashboards, and operational analyticsExperience supporting education, student information, or government systemsExperience with data governance, reporting, and compliance-related programsExperience leading process improvement and operational excellence initiativesExperience supporting large-scale enterprise applications and end-user communitiesKnowledge of change management, knowledge management, and service management best practicesPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standardsSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitorReasonable Accommodation StatementIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to View email address on click.appcast.io or View phone number on click.appcast.io.EEO StatementIt is the policy of Computer Aid, Inc. (CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.$60 - $64 per hourThe pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.