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Solutions Operations Manager

Location: Cedar Knolls, NJ (Onsite)

Employment Type: Full-time

Compensation: Competitive and commensurate with experience

Safari Solutions is a leading provider of IT solutions, helping businesses improve productivity, security, and operational efficiency. Through a recent merger with Clair Global-an industry leader in audio, video, and IT solutions-Safari Solutions has expanded its reach and capabilities to offer even more advanced and integrated technology solutions to clients across various industries.

About the Role

Safari Solutions is seeking a Solutions Operations Manager to lead its Tier 1 and Tier 2 technical support team and oversee day-to-day service desk operations. This hands-on leadership role serves as the primary escalation point for technical troubleshooting, client support, workflow management, and operational coordination. The ideal candidate is technically proficient, service-oriented, and able to lead a team while actively participating in issue resolution, client communication, and continuous improvement.

Key Responsibilities

• Serve as an advisor-first. Be leader for clients and team members, guiding technology decisions, service expectations, and operational improvements across client environments.
• Act as the primary escalation point for Tier 1 and Tier 2 engineers, providing guidance on technical and customer service issues.
• Manage and oversee Autotask ticket workflows, ensuring issues are accurately documented, prioritized, assigned, escalated, and closed with clear notes and appropriate handoff details.
• Troubleshoot Windows, Microsoft 365, Google Workspace, networking, and VoIP-related issues.
• Monitor service desk performance, SLA adherence, ticket aging, recurring issues, and client satisfaction trends to maintain high service standards and identify improvement opportunities.
• Oversee the daily management of the help desk, ensuring efficient workflows and smooth issue resolution.
• Participate in 24x7 On-Call rotations as an escalation point, stepping in when necessary.
• Manage team resources, daily workload distribution, coverage needs, staffing concerns, and HR-related escalations in partnership with leadership.
• Prepare for and participate in client reviews, QBR requests, client reporting activities, and recurring weekly, monthly, or quarterly relationship meetings.
• Maintain strong client relationships by proactively addressing concerns, aligning on service needs, and reinforcing support expectations
• Maintain regular client communication and updates to ensure timely follow-up, transparency, and professional service experience.
• Work closely with leadership to identify process improvements and ensure client satisfaction.
• Identify, communicate, and escalate operational, client, staffing, technical, and risk management concerns to senior management when appropriate.

What You Bring

• Five or more years of progressive experience in a help desk or technical support environment, including at least one year of direct supervisory experience.
• Three to five years of experience in a customer-facing environment, with a strong emphasis on customer support and building client relationships.
• Proven leadership skills, including the ability to coach, inspire, and motivate technical support team members while managing day-to-day help desk operations.
• Hands-on leadership style with a willingness to lead by example and actively assist with complex support issues.
• Strong problem-solving mindset, with the ability to proactively identify solutions rather than simply escalating issues.
• Customer service focus, with the ability to manage challenging client interactions professionally and effectively.
• Willingness to participate in the on-call rotation and serve as an escalation point when needed.
• Excellent communication skills, including professional-level written and verbal English.
• Experience with the Autotask ticketing system is a plus.

Why Join Safari Solutions?

• Opportunity to influence service delivery, contribute to operational improvements, and help shape positive change across the organization.
• Lead and grow a talented team in a fast-paced, technical environment.
• Work with cutting-edge IT solutions and diverse client environments.
• Be part of a collaborative team that values problem-solving and innovation.
• Opportunity for hybrid work flexibility once established in the role.

If you are a technically skilled, client-focused leader who thrives in a hands-on role and enjoys mentoring teams while solving complex IT challenges, we'd love to hear from you.

Apply today and take the next step in your career with Safari Solutions.