Help Desk Manager

CubX is a fast-growing Managed Service Provider (MSP) Partnering with Zero Hiring based in Lakewood, New Jersey, helping businesses modernize their IT through cloud-first infrastructure, Microsoft technologies, automation, and AI-driven support. Rather than simply reacting to tickets, CubX focuses on building proactive IT environments that improve reliability, security, and customer experience. The company is experiencing rapid growth and is investing heavily in technology, operational excellence, and building a world-class support organization. If you're excited about building teams, improving processes, mentoring engineers, and helping shape a growing organization, we'd love to meet you. About The Role As Help Desk Manager, you own the overall performance and success of the service desk. Reporting to the CIO/CTO, you lead the Pod Leads and support teams, set the standard for service delivery, and build a support organisation that scales as the business grows. This is a leadership role first, with limited hands‑on ticket work. Your focus is developing people, sharpening processes, driving accountability, and keeping clients consistently well served. You’ll keep enough technical depth to guide the team through complex incidents, but your impact comes from how well you build and run the organisation around you. The salary range for the role is $105,00 - $145,000. What you’ll do: Lead, coach, and develop Pod Leads and support personnel. Run regular one‑on‑ones and performance reviews, and set clear expectations and accountability standards. Support career development, succession planning, and building future leadership capability. Take part in interviewing and hiring, and oversee onboarding and training. Identify skill gaps and development opportunities. Foster a positive, high‑performance culture. Technical oversight & escalation leadership Guide and support Pod Leads through high-impact technical incidents and client escalations. Act as a secondary escalation resource for critical client issues affecting service delivery. Maintain enough technical depth to evaluate troubleshooting approaches, spot operational risks, and support decisions during complex incidents. Partner with technical leadership to improve support standards, escalation paths, and service delivery processes. Review recurring technical issues and drive long‑term corrective action. Make sure technical teams stay current on supported technologies and best practice. Operational management Monitor service metrics, ticket volume, response times, and workload distribution. Ensure service level agreements (SLAs) are consistently met. Manage staffing levels and resource allocation. Identify operational risks and put corrective actions in place. Service excellence & client relationships Establish and maintain support standards and best practice. Review escalated client concerns and service failures, and step into client escalations when needed. Support key client relationships and monitor customer satisfaction trends. Ensure service commitments are consistently delivered and the client experience stays positive. Strategic planning Develop departmental goals and performance objectives. Partner with leadership to support company growth initiatives. Evaluate technology, tools, and process improvements. Assist with budgeting, workforce planning, and organisational development. What we’re looking for MSP or managed‑services experience Mandatory 7+ years of IT support experience. 3+ years of leadership experience. A track record of leading technical teams. Strong understanding of service desk operations and performance metrics. Excellent communication, coaching, and leadership skills. Required technical knowledge Strong understanding of Microsoft 365 ecosystems. Familiarity with Azure / Entra ID and endpoint management platforms. Working knowledge of networking principles (DNS, DHCP, VPN, TCP/IP, routing, and switching) . Understanding of cybersecurity fundamentals and MSP service delivery practice. Experience managing technical support operations in an MSP or managed‑services environment. Experience leading multiple teams or service delivery functions. ITIL knowledge. Technical certifications and leadership development training. How we’ll measure success People — employee engagement, team retention, internal promotions, and performance improvement. Operational — SLA attainment, ticket backlog management, escalation trends, and service quality. Client — customer satisfaction, client retention, escalation resolution, and service consistency. Business — department efficiency, resource utilisation, growth readiness, and operational scalability. Why Join Us Help shape the future of a rapidly growing MSP. Work directly with leadership. Build and mentor an outstanding technical team. Influence operational strategy. Real opportunity for career growth. #J-18808-Ljbffr