Wachter
Help Desk Manager- Mt. Laurel- Second Shift
- Location
- Mount Laurel, NJ, United States
- Work type
- On-site
- Salary
- USD 75 – 95 / year
- Posted
- (5 months ago)
About the role
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