Service Desk Manager - People Leader for MSP (Onsite)

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

Build the team. Develop future leaders. Help shape a growing IT support operation.

We’re partnering with a growing managed IT services company looking for an experienced Help Desk Manager to lead, develop, and elevate its technical support organization.

This is not simply a ticket-management role.

You’ll have the opportunity to develop Team Leads and technicians, improve processes, strengthen service delivery, and help shape how the Help Desk scales as the organization grows.

If you’re a hands-on leader who enjoys developing people, improving operations, and delivering an exceptional customer experience, this could be a great next step.

What You’ll Do

• Lead, coach, and develop Team Leads and technical support professionals
• Build a culture of ownership, accountability, collaboration, and excellent customer service
• Conduct 1:1s, performance reviews, coaching, and development planning
• Support hiring, onboarding, performance improvement, and career development
• Monitor SLAs, KPIs, ticket queues, backlog, response/resolution times, escalations, and customer satisfaction
• Manage critical escalations and help teams prioritize effectively
• Improve processes, SOPs, documentation, and Service Desk workflows
• Identify opportunities to use automation and AI to improve service delivery
• Partner with technical and senior leadership on staffing, capacity, and operational improvements
• Stay technically engaged enough to guide complex escalations and support your team when needed

What We’re Looking For

You could be a strong fit if you have:

• Experience leading a Help Desk, Service Desk, Technical Support, or IT Support team
• Experience in managed services, MSP, or multi-client IT support environments
• Experience managing and developing technical support professionals
• Experience leading Team Leads or other technical leaders is strongly preferred
• Strong knowledge of SLAs, KPIs, ticket queues, escalations, and customer satisfaction
• Experience with hiring, coaching, performance reviews, and performance improvement
• A strong customer-service and ownership mindset
• The ability to work onsite Monday–Friday in Lakewood, NJ

Technical Experience

Familiarity with technologies such as:

Experience with ConnectWise, ServiceNow, ITIL, automation, or AI-enabled support tools is a plus.

Why This Opportunity? 🚀

This is an opportunity to do more than maintain an existing Help Desk.

You’ll have the ability to:

• Shape and improve how the Service Desk operates
• Develop Team Leads and future technical leaders
• Work closely with senior leadership
• Introduce better processes, tools, and automation
• Work with modern Microsoft, cloud, automation, and AI technologies
• Make a visible impact on both the team and customer experience
• Grow alongside an organization that is continuing to scale

Compensation & Location

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

🏢 Strictly Onsite Monday–Friday

If you’re an experienced Help Desk or Service Desk leader who enjoys building teams, developing people, solving problems, and improving IT support, we’d like to hear from you.

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.