Help Desk Manager- Mt. Laurel- Second Shift

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

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

Bachelor’s degree preferred, or equivalent combination of education and experience

Benefits Package: Company Paid! Medical, Dental, Prescription & Vision Benefits--No premium cost!

Life, AD&D and LTD insurance

Paid Vacation and Holidays

Company-Matched 401(k) and IRA Retirement Savings