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WA
Wachter
Help Desk Manager- Mt. Laurel- Second Shift
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Location
Mount Laurel, NJ
Work mode
on-site
Type
full-time
Department
Wachter Technology Solutions, Network Engineering
Company size
1,001–5,000 people
First seen
4w ago
Last seen
1d ago
Responsibilities:
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Lead and manage multi-tier Help Desk and technical support teams
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Oversee daily operations across phone, email, chat, and ticketing queues
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Ensure SLA compliance and timely resolution of incidents and service requests
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Monitor workload distribution, staffing levels, queue health, and escalation management
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Coach, mentor, and develop supervisors and technical support personnel
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Drive continuous improvement initiatives focused on efficiency, service quality, and customer experience
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Maintain compliance with ITIL processes, ISO standards, and internal operational procedures
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Analyze support metrics, reporting trends, and performance data to identify improvement opportunities
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Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams
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Support workforce planning, scheduling, hiring, onboarding, and performance management
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Ensure proper documentation, knowledge management, and process consistency
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Participate in incident reviews, root cause analysis, and corrective action planning
Qualifications:
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5+ years of Help Desk, Service Desk, or Technical Support leadership experience
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Experience managing supervisors and high-volume support environments
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Strong understanding of incident management, escalation management, and service delivery operations
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Hands-on experience with ServiceNow or comparable ITSM platforms
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Familiarity with ITIL frameworks and structured operational environments
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Strong communication, leadership, and organizational skills
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Ability to manage competing priorities in a fast-paced environment
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Experience with KPI reporting, SLA management, and operational analytics
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Bachelor’s degree preferred, or equivalent combination of education and experience
Benefits Package: Company Paid!
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Medical, Dental, Prescription & Vision Benefits–No premium cost!
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Life, AD&D and LTD insurance
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Paid Vacation and Holidays
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Company-Matched 401(k) and IRA Retirement Savings
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