Help Desk Manager

Greetings!!! 
Welcome to TechProjects! We specialize in IT System integration to help with some of the biggest names in the public sectors around New York state. Our company provides exceptional IT solutions for our clients, while also offering top-notch career opportunities for our employees.   At our firm, we work with a diverse range of clients, from cutting-edge startups to established industry leaders.   If you're a tech professional looking for a challenging and rewarding career, we'd love to hear from you. Our company offers competitive salaries, comprehensive benefits packages, and a range of professional development opportunities. Whether you're a seasoned veteran or just starting out in your career, we have a role that's perfect for you.   Thank you for considering our company as your potential employer. We look forward to hearing from you and discussing the exciting opportunities that await you at our firm.
 
Job Title: Help Desk Manager  
Job location: Trenton, Nj (Hybrid - 3 day onsite) 
Interview mode: F2F Interview  
 Position Summary 
The Senior Help Desk Manager owns end-to-end strategy and performance of the organization's IT support function, leading a multi-tiered support team and driving service excellence across the enterprise. This role blends hands-on leadership with strategic planning   setting service direction, managing budget and vendor relationships, and partnering with senior IT and business leadership to align support operations with organizational priorities.
 Key Responsibilities

• Own the strategic direction, budget, and performance of the IT Help Desk / Service Desk function, reporting outcomes to senior IT leadership.

• Build, lead, and develop a high-performing multi-tiered support team, including hiring, coaching, and succession planning for team leads.

• Define and govern SLAs, KPIs, and service standards; drive continuous improvement through data-driven analysis of performance trends.

• Act as the executive escalation point for major incidents, ensuring rapid resolution and clear stakeholder communication.

• Partner cross-functionally with Infrastructure, Security, and Applications leadership to align support operations with broader IT strategy.

• Own vendor and contract management for ITSM tooling and outsourced support services, negotiating terms and managing performance.

• Champion ITIL-aligned service management practices, including change, incident, and problem management maturity.

• Present regular service performance reviews and improvement roadmaps to senior leadership and key stakeholders.

Required Qualifications

• 8+ years of progressive IT support experience, including 4+ years managing help desk/service desk teams and leaders.

• Demonstrated ownership of budget, vendor contracts, and service strategy   not just day-to-day operations.

• Strong command of ITIL framework and enterprise ITSM platforms (ServiceNow, Jira Service Management, or equivalent).

• Proven track record improving SLA performance and customer satisfaction at scale.

• Executive-level communication skills, with experience presenting to senior leadership and stakeholders.

Preferred Qualifications

• ITIL v4 certification (Foundation or higher).

• Experience supporting large, multi-location, or public-sector/government IT environments.