Solutions Operations Lead — Hybrid IT Service Desk

Clair Global; New Hanover Township (NJ); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Safari Solutions is seeking a Solutions Operations Manager to lead its Tier 1 and Tier 2 technical support team 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.

The ideal candidate is technically proficient, service-oriented, and able to lead a team while actively participating in issue resolution and continuous improvement.

Qualifications

• Five or more years of progressive experience in a help desk or technical support environment.
• At least one year of direct supervisory experience.
• Experience in customer-facing environments with emphasis on client relationships.

Responsibilities

• Serve as advisor-first, guiding technology decisions and service expectations.
• Act as the primary escalation point for Tier 1 and Tier 2 engineers.
• Manage 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.

Skills

Leadership

Coaching

Customer service

Problem solving

Communication

On-call readiness

Tools

Autotask

Job description

Safari Solutions is seeking a Solutions Operations Manager to lead its Tier 1 and Tier 2 technical support team 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.

The ideal candidate is technically proficient, service-oriented, and able to lead a team while actively participating in issue resolution and continuous improvement.