Help Desk Manager Lakewood, New Jersey, United States

Our client is a fast-growing Managed Service Provider based in New Jersey, delivering modern IT support to an expanding base of business clients. They’ve built their entire operation to be cloud-native and Microsoft-first, and they lean heavily on automation and AI to support clients at a level most traditional MSPs can’t match. The business has grown significantly over the past year and shows no sign of slowing down. Because the environment is fully cloud-based, this is a genuinely modern support organization: no legacy server rooms, no break‑fix grind. It’s a close‑knit team with very low turnover and a culture that rewards people who think for themselves and want to keep growing. About the role As Help Desk Manager, you own the overall performance and success of the servicedesk. 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. Foster a positive, high‑performance culture. Technical oversight & escalation leadership Guide and support Pod Leads through high‑impact technical incidents and client escalations. 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. Oversee daily servicedesk operations. Ensure service level agreements (SLAs) are consistently met. Service excellence & client relationships 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 Partner with leadership to support company growth initiatives. Assist with budgeting, workforce planning, and organisational development. What we’re looking for 3+ years of leadership experience. Strong understanding of servicedesk operations and performance metrics. Excellent communication, coaching, and leadership skills. MSP or managed‑services experience (strongly preferred). Required technical knowledge 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. Bonus points Experience leading multiple teams or service delivery functions. ITIL knowledge. Project management experience. 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. #J-18808-Ljbffr Zero Hiring