IT Help Desk Manager

TechProjects; Trenton (NJ); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

TechProjects in Trenton, NJ is seeking an experienced Senior IT Help Desk Manager to own the end-to-end strategy and performance of our IT support function.

You will lead a multi-tier team, manage budgets and vendors, align operations with enterprise IT strategy, and drive service excellence through ITIL-aligned practices and data-driven performance reviews. This role requires executive communication skills and collaboration with cross-functional leaders.

Qualifications

• 8+ years in IT support with leadership experience.
• Budget, vendor contracts, and service strategy ownership.
• Strong ITIL knowledge and enterprise ITSM tools.
• Executive communication with senior leaders.
• Public-sector/government IT experience preferred.

Responsibilities

• Own strategy, budget, and performance of IT Help Desk.
• Lead multi-tier support team, hire and coach.
• Define SLAs, KPIs and drive improvements.
• Serve as escalation point for major incidents.
• Collaborate with Infrastructure, Security, Applications.
• Oversee vendor contracts and ITSM tooling.
• Promote ITIL-aligned service management.
• Present performance reviews to leadership.

Skills

IT leadership

Budget management

Vendor management

ITIL

Stakeholder communication

Education

ITIL v4 certification

Tools

ServiceNow

Jira Service Management

Job description

Greetings!!!
Welcome to TechProjects! We specialize in IT System integration to help with some of the biggest names in the public sectors around New York state. Our company provides exceptional IT solutions for our clients, while also offering top-notch career opportunities for our employees.

At our firm, we work with a diverse range of clients, from cutting-edge startups to established industry leaders.

If you're a tech professional looking for a challenging and rewarding career, we'd love to hear from you. Our company offers competitive salaries, comprehensive benefits packages, and a range of professional development opportunities. Whether you're a seasoned veteran or just starting out in your career, we have a role that's perfect for you.

Thank you for considering our company as your potential employer. We look forward to hearing from you and discussing the exciting opportunities that await you at our firm.

Job Title: IT Help Desk Manager
Job location: Trenton, Nj (Hybrid - 3 day onsite)
Interview mode: F2F Interview

Position Summary
The Senior IT Help Desk Manager owns end-to-end strategy and performance of the organization's IT support function, leading a multi-tiered support team and driving service excellence across the enterprise. This role blends hands-on leadership with strategic planning setting service direction, managing budget and vendor relationships, and partnering with senior IT and business leadership to align support operations with organizational priorities.

Key Responsibilities

• Own the strategic direction, budget, and performance of the IT Help Desk / Service Desk function, reporting outcomes to senior IT leadership.

• Build, lead, and develop a high-performing multi-tiered support team, including hiring, coaching, and succession planning for team leads.

• Define and govern SLAs, KPIs, and service standards; drive continuous improvement through data-driven analysis of performance trends.

• Act as the executive escalation point for major incidents, ensuring rapid resolution and clear stakeholder communication.

• Partner cross-functionally with Infrastructure, Security, and Applications leadership to align support operations with broader IT strategy.

• Own vendor and contract management for ITSM tooling and outsourced support services, negotiating terms and managing performance.

• Champion ITIL-aligned service management practices, including change, incident, and problem management maturity.

• Present regular service performance reviews and improvement roadmaps to senior leadership and key stakeholders.

Required Qualifications

• 8+ years of progressive IT support experience, including 4+ years managing help desk/service desk teams and leaders.

• Demonstrated ownership of budget, vendor contracts, and service strategy not just day-to-day operations.

• Strong command of ITIL framework and enterprise ITSM platforms (ServiceNow, Jira Service Management, or equivalent).

• Proven track record improving SLA performance and customer satisfaction at scale.

• Executive-level communication skills, with experience presenting to senior leadership and stakeholders.

Preferred Qualifications

• ITIL v4 certification (Foundation or higher).

• Experience supporting large, multi-location, or public-sector/government IT environments.