IT Service Desk Ops Lead – Client-Focused, Hybrid

Clair Global; Hanover Township (NJ); On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Hybrid work flexibility

Onsite in Cedar Knolls, NJ

Job summary

Safari Solutions, now part of Clair Global, is seeking a Solutions Operations Manager to lead its Tier 1 and Tier 2 support teams and oversee day-to-day service desk operations. This hands-on leadership role serves as the primary escalation point for technical troubleshooting, client support, workflow management, and operational coordination across client environments.

The ideal candidate has 5+ years in help desk or technical support with at least 1 year in supervision, strong customer-service

Qualifications

• 5+ years in a help desk or technical support environment, including at least one year of direct supervisory experience.
• 3–5 years in a customer-facing environment, with emphasis on building client relationships.
• Proven leadership skills, including coaching, inspiring, and motivating team members.
• Hands-on leadership style with willingness to lead by example and assist with complex issues.
• Strong problem-solving mindset and proactive solutions.
• Customer service focus with professional client interactions.
• Willingness to participate in on-call rotations.
• Excellent written and verbal English communication.
• Experience with Autotask ticketing system is a plus.

Responsibilities

• Lead Tier 1–2 support and oversee day-to-day service desk operations.
• Act as the primary escalation point for technical and customer issues.
• Manage Autotask ticket workflows from documentation to closure.
• Troubleshoot Windows, Microsoft 365, Google Workspace, networking, and VoIP.
• Monitor SLAs, ticket aging, and client satisfaction trends.
• Oversee daily help desk management and efficient workflows.
• Participate in 24x7 on-call rotations as escalation point.
• Coordinate staffing, workload distribution, and HR escalations with leadership.
• Prepare for and participate in client reviews and reporting.
• Maintain strong client relationships with timely updates and professional service.
• Collaborate with leadership on process improvements and risk management.

Skills

Leadership

Customer service

Communication

On-call rotation

Problem solving

Team coaching

English proficiency

Tools

Autotask

Job description

Safari Solutions, now part of Clair Global, is seeking a Solutions Operations Manager to lead its Tier 1 and Tier 2 support teams and oversee day-to-day service desk operations. This hands-on leadership role serves as the primary escalation point for technical troubleshooting, client support, workflow management, and operational coordination across client environments.

The ideal candidate has 5+ years in help desk or technical support with at least 1 year in supervision, strong customer-service