Help Desk Manager — Lead ITIL-Driven Support Team

Wachter; Mount Laurel Township (NJ); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

Company 401(k) and IRA retirement plan

Paid vacation and holidays

Job summary

Wachter is seeking a Full-time Help Desk Manager for the Mt. Laurel area. The role oversees multi-tier support operations, driving service delivery and ISO-aligned ITIL processes in a fast-paced environment.

The ideal candidate has strong leadership, experience guiding supervisors, and hands-on ServiceNow ITSM proficiency with a focus on incident management, SLA adherence, and customer satisfaction.

Qualifications

• 5+ years of Help Desk/Support leadership experience.
• Experience managing supervisors in high-volume support environments.
• Strong understanding of incident management and service delivery operations.
• Hands-on experience with ServiceNow or comparable ITSM platforms.
• Familiarity with ITIL frameworks and structured environments.
• Strong communication, leadership, and organizational skills.
• Ability to manage competing priorities in a fast-paced environment.

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 staff.
• Drive continuous improvement focused on efficiency, service quality, and customer experience.
• Maintain ITIL and ISO-aligned processes and procedures.
• Analyze support metrics and performance data for improvements.
• Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams.
• Support workforce planning, scheduling, hiring, onboarding, and performance management.
• Ensure documentation and knowledge management.

Skills

Leadership

Incident management

SLA management

Operational analytics

Communication

Staff coaching

ServiceNow

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Job description

Wachter is seeking a Full-time Help Desk Manager for the Mt. Laurel area. The role oversees multi-tier support operations, driving service delivery and ISO-aligned ITIL processes in a fast-paced environment.

The ideal candidate has strong leadership, experience guiding supervisors, and hands-on ServiceNow ITSM proficiency with a focus on incident management, SLA adherence, and customer satisfaction.