Help Desk Manager

Zero Hiring; Lakewood Township (NJ); On-site; USD 105,000 - 145,000; Full time

Job summary

CubX, an MSP based in Lakewood, New Jersey, is seeking an experienced Help Desk Manager to lead Pod Leads and their teams onsite Monday–Friday. You will own Service Desk performance, guide technical leaders through incidents, and drive process improvements in a fast-growing environment.

The role emphasizes developing people, accountability, and scalable operations, with a focus on client satisfaction, SLA attainment, and experienced leadership in MSP settings.

Qualifications

• 7+ years IT support or service-delivery experience.
• 3+ years formal people-leadership experience.
• Experience leading technical support engineers or technicians.
• MSP or managed-services experience supporting multiple client environments.

Responsibilities

• Lead Pod Leads and technical support teams; run 1:1s, performance reviews, and coaching.
• Own Service Desk performance across SLAs, response/resolution times, backlog, escalations, CSAT, productivity, and workload distribution.
• Participate in hiring and oversee onboarding and team development; build future leaders through training and succession planning.
• Guide Pod Leads through high-impact incidents and client escalations; drive long-term corrective action.

Skills

People leadership

Service desk operations

KPIs & SLAs

Hiring & onboarding

Performance coaching

Technical leadership

Tools

ConnectWise

Microsoft 365

Intune

Active Directory

Job description

Location: Lakewood, NJ — Onsite Monday–Friday

Salary: $105,000–$145,000+ annually

Company: CubX, partnering with Zero Hiring

Lead leaders. Build a high-performing Service Desk. Help scale a growing MSP.

About CubX

CubX is a fast-growing Managed Service Provider (MSP) based in Lakewood, New Jersey, helping businesses modernize their IT through Microsoft technologies, cloud infrastructure, automation, and AI-driven support.

We're building a proactive, high-accountability support organization focused on excellent service, strong technical execution, and an outstanding client experience.

As CubX continues to grow, we're looking for an experienced Help Desk Manager who can develop leaders, strengthen operations, and help scale our Service Desk.

The Opportunity

Reporting to the CIO/CTO, you'll own the overall performance and development of the Service Desk, leading Pod Leads and their support teams.

This is a leadership-first role, not a senior technician position. Your focus will be developing people, driving accountability, improving processes, monitoring performance, and ensuring clients consistently receive exceptional service.

You won't spend your day working a regular ticket queue, but you should have enough technical depth to guide leaders and engineers through complex incidents and escalations.

What You'll Own

• Lead, coach, and develop Pod Leads and technical support teams.
• Run 1:1s, performance reviews, coaching, and performance improvement processes.
• Build future leaders through career development, training, and succession planning.
• Participate in hiring and oversee onboarding and team development.
• Own Service Desk performance across SLAs, response/resolution times, backlog, escalations, CSAT, productivity, and workload distribution.
• Manage staffing, capacity, and resource allocation as the business grows.
• Guide Pod Leads through high-impact technical incidents and client escalations.
• Identify recurring service or technical issues and drive long-term corrective action.
• Improve support processes, documentation, escalation paths, and operational standards.
• Partner with senior leadership on Service Desk strategy, workforce planning, automation, AI, and company growth.

What We're Looking For

• MSP or managed-services experience supporting multiple client environments — required.
• 7+ years of IT support or service-delivery experience.
• 3+ years of formal people-leadership experience.
• Proven experience leading technical support engineers or technicians.
• Experience leading Team Leads, supervisors, or other technical leaders is strongly preferred.
• Experience with hiring, coaching, performance reviews, accountability, and performance improvement.
• Strong understanding of SLAs, KPIs, ticket queues, backlog management, escalations, CSAT, and Service Desk operations.
• Excellent communication and leadership skills with the ability to work effectively with engineers, clients, and executives.
• Comfortable working onsite Monday–Friday in Lakewood, NJ.

Technical Knowledge

You don't need to be the engineer closing every ticket, but you should be technically credible in environments involving:

• Microsoft 365
• Intune and endpoint management
• Active Directory
• Networking fundamentals: DNS, DHCP, VPN, TCP/IP, routing, and switching
• Cybersecurity fundamentalsITSM/PSA and ticketing platforms

Experience with ConnectWise or similar MSP platforms is a strong plus.

Bonus Points

• Experience managing Team Leads or Managers who oversee their own engineers.
• Experience scaling or transforming an MSP Service Desk.
• 24/7 or high-volume support operations experience.
• ITIL knowledge or certification.
• Experience using automation or AI to improve service delivery.
• Relevant Microsoft, technical, project management, or leadership certifications.

How Success Will Be Measured

People: Team development, engagement, retention, accountability, and internal growth.

Operations: SLA attainment, backlog health, response/resolution times, escalation trends, resource utilization, and service quality.

Clients: Customer satisfaction, escalation resolution, client retention, and consistent service delivery.

Business: Operational efficiency, scalability, leadership development, and readiness for continued growth.

Why Join CubX?

• Help shape the future of a rapidly growing MSP.
• Lead and develop Pod Leads and technical teams.
• Work directly with senior leadership.
• Influence how the Service Desk operates as CubX scales.
• Work in a modern, Microsoft-first technology environment.
• Help introduce smarter processes, automation, and AI into service delivery.
• Build future leaders—not just manage tickets.
• Real opportunity to grow as the company grows.

Compensation

$105,000–$145,000 annually, depending on experience and overall fit.

Our Hiring Process

We've designed our process to be straightforward and efficient:

Step 1 — AI Qualification Interview

Selected applicants complete a short AI-powered qualification interview at a convenient time.

The Zero Hiring team reviews your application and interview responses and follows up with qualified candidates.

Step 3 — CubX Interviews

Meet the CubX leadership team to discuss your experience, leadership approach, technical background, and mutual fit.

Step 4 — Offer

If it's a strong match on both sides, we'll move quickly toward an offer.