> Markdown version of [/jobs/ext/2707059-it-help-desk-manager](https://www.wearedevelopers.com/jobs/ext/2707059-it-help-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# IT Help Desk Manager

- **Company:** CareerCircle
- **Location:** Mount Laurel Township, NJ, United States
- **Experience:** Expert
- **Salary:** $66,560.0 - $83,200.0
- **Contract:** Temporary to permanent
- **Skills:** Artificial Intelligence, Issue Tracking Systems, Knowledge Management, Servicenow
- **Published:** September 4, 2026
- **Apply:** https://www.careercircle.com/jobs/all/all/usa/nj/mount-laurel/928b9fcb-3081-4876-92d2-dcc77533ad79

## About the Role

Communication
KPI Reporting
Issue Tracking
Customer Service
Customer Support
Technical Support
Help Desk Support
ISO/IEC Standards
Service Standards
Business Valuation
Workforce Planning
Workflow Management
Root Cause Analysis
Employee Onboarding
Incident Management
Analytical Thinking
Knowledge Management
Technical Leadership
IT Service Management
Escalation Management
Full Stack Development
Operational Excellence
Artificial Intelligence
Business Transformation
Service Level Management
Continuous Improvement Process, * 5+ years of Help Desk, Service Desk, or Technical Support leadership experience

 * Experience managing supervisors and high-volume support environments
 * Strong understanding of incident management, escalation management, and service delivery operations
 * Hands-on experience with ServiceNow or comparable ITSM platforms
 * Familiarity with ITIL frameworks and structured operational environments
 * Strong communication, leadership, and organizational skills
 * Ability to manage competing priorities in a fast-paced environment
 * Experience with KPI reporting, SLA management, and operational analytics
 * Bachelor's degree preferred, or equivalent combination of education and experience, Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors., Communication
KPI Reporting
Issue Tracking
Customer Service
Customer Support
Technical Support
Help Desk Support
ISO/IEC Standards
Service Standards
Business Valuation
Workforce Planning
Workflow Management
Root Cause Analysis
Employee Onboarding
Incident Management
Analytical Thinking
Knowledge Management
Technical Leadership
IT Service Management
Escalation Management
Full Stack Development
Operational Excellence

## Description

Need to hire an IT Help Desk Manager on a 4 month contract to hire basis. This will be on site in Mount Laurel, NJ. The shift is 2 p.m. to 11 p.m. Monday through Friday. The Help Desk Manager is responsible for leading our customer's multi-tier technical support operations, ensuring exceptional service delivery across incident management, request fulfillment, and customer support channels. This role oversees Help Desk Supervisors and support staff while driving operational excellence in a fast-paced, ISO-certified, ITIL-aligned environment. The ideal candidate is a strong people leader with experience managing technical support teams, enforcing service standards, optimizing workflows, and improving customer satisfaction. Success in this role requires strong operational discipline, leadership presence, analytical thinking, and hands-on experience with ServiceNow or similar ticketing platforms., * Lead and manage multi-tier Help Desk and technical support teams

 * Oversee daily operations across phone, email, chat, and ticketing queues
 * Ensure SLA compliance and timely resolution of incidents and service requests
 * Monitor workload distribution, staffing levels, queue health, and escalation management
 * Coach, mentor, and develop supervisors and technical support personnel
 * Drive continuous improvement initiatives focused on efficiency, service quality, and customer experience
 * Maintain compliance with ITIL processes, ISO standards, and internal operational procedures
 * Analyze support metrics, reporting trends, and performance data to identify improvement opportunities
 * Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams
 * Support workforce planning, scheduling, hiring, onboarding, and performance management
 * Ensure proper documentation, knowledge management, and process consistency
 * Participate in incident reviews, root cause analysis, and corrective action planning


## Related Videos

- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers)
- [Same Tower, New Confusion: The Tower of Babel 2.0](https://www.wearedevelopers.com/videos/100101-same-tower-new-confusion-the-tower-of-babel-2-0)
- [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over)
- [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue)
- [Cracking the Code to Tech Team Satisfaction](https://www.wearedevelopers.com/videos/1504-cracking-the-code-to-tech-team-satisfaction)

## Related Articles

- [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)
- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)
- [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager)
- [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria)
- [IT Salaries in Germany](https://www.wearedevelopers.com/magazine/287-it-salaries-in-germany)