Help Desk Manager Jobs in Philadelphia, PA (NOW HIRING)

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.

What You'll Do

• 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

What You'll Need

Required:

• 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

Preferred:

• 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

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor