Help Desk Manager- Mt. Laurel-Second Shift
On-site · Mount Laurel, New Jersey, United States
Job Summary
Lead Wachter’s multi-tier Help Desk and technical support teams in Mt. Laurel, NJ, ensuring SLA compliance, incident resolution, and service delivery across phone, email, chat, and ticketing queues. Oversees Help Desk Supervisors and staff; drives continuous improvement, documentation, knowledge management, and ITIL/ISO-aligned processes. Requires 5+ years of leadership in a high-volume support environment, hands-on ServiceNow/ITSM experience, strong analytical and people-leadership skills, and effective cross-functional collaboration. Bachelor’s degree preferred.
Required Qualifications
- 5+ years of Help Desk, Service Desk, or Technical Support leadership experience
- Experience managing supervisors and high-volume support environments
- Hands-on experience with ServiceNow or comparable ITSM platforms
- Familiarity with ITIL frameworks and structured operational environments
- Bachelor’s degree preferred, or equivalent combination of education and experience
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