Help Desk Manager

CAI•Trenton, NJ

6d•$60 - $64•Hybrid

About The Position

We are looking for a motivated Help Desk Manager ready to take us to the next level! If you have experience ensuring high-quality service delivery, case management, stakeholder support, and continuous improvement and are looking for your next career move, apply now. We are looking for a Help Desk Manager to provide strategic and operational leadership for the client's Help Desk, ensuring high-quality service delivery, case management, stakeholder support, and continuous improvement across statewide student and staff data reporting initiatives. This position will be a full-time contract and hybrid in Trenton, NJ.

Requirements

5+ years of Help Desk Management experience
5+ years of Incident Management experience
5+ years of experience with ticketing systems and case management platforms
5+ years of experience delivering exceptional customer service and support
5+ years of escalation management experience
Experience managing Help Desk operations, support teams, and service delivery processes
Experience developing and monitoring SLAs, KPIs, operational metrics, and service performance reporting
Experience managing workflows, escalations, and support processes within enterprise environments
Experience leading, coaching, and mentoring technical support staff
Strong knowledge of customer service best practices and issue resolution processes
Experience working with Salesforce Service Cloud or similar customer service and case management platforms
Strong analytical, problem-solving, and organizational skills
Excellent written and verbal communication skills
Ability to collaborate effectively with technical teams, business stakeholders, vendors, and executive leadership
Experience developing reports, dashboards, and operational analytics

Nice To Haves

Experience supporting education, student information, or government systems
Experience with data governance, reporting, and compliance-related programs
Experience leading process improvement and operational excellence initiatives
Experience supporting large-scale enterprise applications and end-user communities
Knowledge of change management, knowledge management, and service management best practices

Responsibilities

Provide strategic direction and operational oversight for the NJSLEDS Help Desk, ensuring effective support for statewide student and staff data collections, reporting, and data governance activities
Lead, mentor, and develop Help Desk staff while managing workload distribution, staffing needs, escalation processes, and overall service delivery performance
Establish service standards, SLAs, performance metrics, workflows, and accountability measures to support operational excellence and customer satisfaction
Oversee Salesforce Service Cloud operations, including case intake, triage, assignment, escalation, resolution, and closure activities
Monitor case queues, backlog volumes, response times, case aging, SLA compliance, and escalation trends
Develop and maintain workflows, routing rules, dashboards, reports, knowledge articles, and operational procedures to improve productivity and service quality
Ensure accurate case documentation and adherence to established Help Desk processes and standards
Support users with NJSLEDS data collections, business rules, system validations, reporting processes, and application functionality
Collaborate with NJDOE program offices, school districts, vendors, technical teams, and leadership to resolve complex issues and support system enhancements
Serve as a senior escalation point for high-priority issues and ensure timely communication, follow-up, and resolution
Support training, communications, change management activities, and readiness efforts related to new functionality, business rules, and policy updates
Develop and maintain operational dashboards, KPIs, and reporting to measure service performance and identify improvement opportunities
Analyze trends related to case volume, backlog management, SLA performance, escalations, and customer satisfaction
Lead continuous improvement initiatives focused on service delivery, process optimization, knowledge management, and customer experience
Maintain Help Desk SOPs, governance procedures, training materials, and knowledge base content