IT Service Desk Lead — Solutions Ops & Client Success

Clair Global; New Jersey; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work flexibility

Job summary

Safari Solutions is seeking a Solutions Operations Manager to lead the Tier 1 and Tier 2 technical support teams and oversee daily service desk operations in Cedar Knolls, NJ. This hands-on role serves as the primary escalation point for troubleshooting, client support, and process improvements.

The ideal candidate brings 5+ years in a help desk or technical support environment with supervisory experience, strong leadership, and excellent English communication.

Qualifications

• 5+ years in a help desk or technical support environment.
• At least 1 year of direct supervisory experience.
• Proven customer-facing experience and relationship-building.
• Excellent written and verbal English communication.
• Willingness to participate in on-call rotations.
• Experience with Autotask is a plus.

Responsibilities

• Lead Tier 1 and Tier 2 support teams and manage day-to-day service desk operations.
• Act as primary escalation point for technical and customer service issues.
• Oversee Autotask ticket workflows with proper documentation and handoffs.
• Troubleshoot Windows, Microsoft 365, Google Workspace, networking, and VoIP issues.
• Monitor SLA adherence, ticket aging, and client satisfaction trends.
• Participate in 24x7 on-call rotations as escalation point.
• Coordinate with leadership on staffing and resource planning.

Skills

Leadership

Customer service

Team supervision

Problem solving

English communication

On-call support

Autotask

Tools

Autotask

Job description

Safari Solutions is seeking a Solutions Operations Manager to lead the Tier 1 and Tier 2 technical support teams and oversee daily service desk operations in Cedar Knolls, NJ. This hands-on role serves as the primary escalation point for troubleshooting, client support, and process improvements.

The ideal candidate brings 5+ years in a help desk or technical support environment with supervisory experience, strong leadership, and excellent English communication.