Help Desk Manager- Mt. Laurel- Second Shift

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  "source_hash": "eab2d54f8523a0b6d710666c7aba07799b00e0478920dbc858fb3315fd138218",
  "last_changed_at": "2026-05-30T07:35:43.272Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Mount Laurel, NJ",
    "city": "Mount Laurel",
    "region": "NJ",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.9
  },
  "salary_max": 95,
  "salary_min": 75,
  "inferred_at": "2026-06-06T20:21:20.610Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Mount Laurel, NJ",
      "city": "Mount Laurel",
      "region": "NJ",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.9
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": null,
  "salary_period": "year",
  "workplace_type": "on_site",
  "salary_currency": "USD"
}

{}

{
  "lists": [
    {
      "text": "Responsibilities: ",
      "content": "<div>\n<ul data-start=\"1170\" data-end=\"2200\">\n<li data-section-id=\"2i3jjl\" data-start=\"1170\" data-end=\"1236\">Lead and manage multi-tier Help Desk and technical support teams</li>\n<li data-section-id=\"sq1b5m\" data-start=\"1237\" data-end=\"1311\">Oversee daily operations across phone, email, chat, and ticketing queues</li>\n<li data-section-id=\"a61wi4\" data-start=\"1312\" data-end=\"1391\">Ensure SLA compliance and timely resolution of incidents and service requests</li>\n<li data-section-id=\"sdwmo6\" data-start=\"1392\" data-end=\"1481\">Monitor workload distribution, staffing levels, queue health, and escalation management</li>\n<li data-section-id=\"1q0d6od\" data-start=\"1482\" data-end=\"1554\">Coach, mentor, and develop supervisors and technical support personnel</li>\n<li data-section-id=\"1thnzys\" data-start=\"1555\" data-end=\"1661\">Drive continuous improvement initiatives focused on efficiency, service quality, and customer experience</li>\n<li data-section-id=\"1oyxdjw\" data-start=\"1662\" data-end=\"1755\">Maintain compliance with ITIL processes, ISO standards, and internal operational procedures</li>\n<li data-section-id=\"14hoidn\" data-start=\"1756\" data-end=\"1859\">Analyze support metrics, reporting trends, and performance data to identify improvement opportunities</li>\n<li data-section-id=\"3bhc7n\" data-start=\"1860\" data-end=\"1947\">Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams</li>\n<li data-section-id=\"g9itf2\" data-start=\"1948\" data-end=\"2036\">Support workforce planning, scheduling, hiring, onboarding, and performance management</li>\n<li data-section-id=\"hb779h\" data-start=\"2037\" data-end=\"2113\">Ensure proper documentation, knowledge management, and process consistency</li>\n<li data-section-id=\"wj9xx9\" data-start=\"2114\" data-end=\"2200\">Participate in incident reviews, root cause analysis, and corrective action planning</li>\n\n</ul></div>"
    },
    {
      "text": "Qualifications:",
      "content": "<div>\n\n<li data-section-id=\"16ywlzd\" data-start=\"2226\" data-end=\"2307\">5+ years of Help Desk, Service Desk, or Technical Support leadership experience</li>\n<li data-section-id=\"hzfans\" data-start=\"2308\" data-end=\"2378\">Experience managing supervisors and high-volume support environments</li>\n<li data-section-id=\"sl90ix\" data-start=\"2379\" data-end=\"2480\">Strong understanding of incident management, escalation management, and service delivery operations</li>\n<li data-section-id=\"ut61i1\" data-start=\"2481\" data-end=\"2547\">Hands-on experience with ServiceNow or comparable ITSM platforms</li>\n<li data-section-id=\"1idqj9k\" data-start=\"2548\" data-end=\"2622\">Familiarity with ITIL frameworks and structured operational environments</li>\n<li data-section-id=\"153zrj1\" data-start=\"2623\" data-end=\"2684\">Strong communication, leadership, and organizational skills</li>\n<li data-section-id=\"1nw6x8p\" data-start=\"2685\" data-end=\"2753\">Ability to manage competing priorities in a fast-paced environment</li>\n<li data-section-id=\"54ajfk\" data-start=\"2754\" data-end=\"2828\">Experience with KPI reporting, SLA management, and operational analytics</li>\n<li data-section-id=\"1u3q9vh\" data-start=\"2829\" data-end=\"2913\">Bachelor’s degree preferred, or equivalent combination of education and experience</li>\n\n</div>"
    },
    {
      "text": "Benefits Package: Company Paid!",
      "content": "<div>\n\n<li>Medical, Dental, Prescription &amp; Vision Benefits--No premium cost!</li>\n<li>Life, AD&amp;D and LTD insurance</li>\n<li>Paid Vacation and Holidays</li>\n<li>Company-Matched 401(k) and IRA Retirement Savings</li>\n\n</div>"
    }
  ],
  "country": "US",
  "createdAt": 1779825502718,
  "updatedAt": null,
  "categories": {
    "team": "Network Engineering",
    "location": "Mount Laurel, NJ",
    "commitment": "Wachter Perm - Benefits",
    "department": "Wachter Technology Solutions",
    "allLocations": [
      "Mount Laurel, NJ"
    ]
  },
  "salaryRange": {
    "max": 95,
    "min": 75,
    "currency": "USD",
    "interval": "per-year-salary"
  },
  "workplaceType": "onsite"
}