# Help Desk Manager- Mt. Laurel- Second Shift at Wachter

> Onsite · United States · Manager · Software engineering · open. Source: https://alderhq.app/jobs/lever%3Awachter%3A0b06f489-44af-4b48-b07c-0791b47cfec9 (read 2026-11-06).

## Facts (observed)

- Company: [Wachter](https://alderhq.app/companies/wachter)
- Location text: Mount Laurel, NJ
- Where it can be done from (inferred): Onsite · United States (evidence: "Location: Mount Laurel, NJ")
- Posted: 2026-05-26 (164 days ago)
- First seen by alder: 2026-11-02 · last verified: 2026-11-04
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://jobs.lever.co/wachter/0b06f489-44af-4b48-b07c-0791b47cfec9

## Pay and sponsorship

- Posted pay: not posted
- Market band for similar posted roles (United States, n 339): p25 $153k, median $175k, p75 $217k
- H-1B filings at this company for similar roles, FY26: 1 ([US DOL OFLC LCA disclosure data](https://www.dol.gov/agencies/eta/foreign-labor/performance))

## Description (the employer's text)

### Responsibilities:

- Lead and manage multi-tier Help Desk and technical support teams
- Oversee daily operations across phone, email, chat, and ticketing queues
- Ensure SLA compliance and timely resolution of incidents and service requests
- Monitor workload distribution, staffing levels, queue health, and escalation management
- Coach, mentor, and develop supervisors and technical support personnel
- Drive continuous improvement initiatives focused on efficiency, service quality, and customer experience
- Maintain compliance with ITIL processes, ISO standards, and internal operational procedures
- Analyze support metrics, reporting trends, and performance data to identify improvement opportunities
- Collaborate cross-functionally with IT, Operations, Engineering, and leadership teams
- Support workforce planning, scheduling, hiring, onboarding, and performance management
- Ensure proper documentation, knowledge management, and process consistency
- Participate in incident reviews, root cause analysis, and corrective action planning
### Qualifications:

- 5+ years of Help Desk, Service Desk, or Technical Support leadership experience
- Experience managing supervisors and high-volume support environments
- Strong understanding of incident management, escalation management, and service delivery operations
- Hands-on experience with ServiceNow or comparable ITSM platforms
- Familiarity with ITIL frameworks and structured operational environments
- Strong communication, leadership, and organizational skills
- Ability to manage competing priorities in a fast-paced environment
- Experience with KPI reporting, SLA management, and operational analytics
- Bachelor’s degree preferred, or equivalent combination of education and experience
### Benefits Package: Company Paid!

- Medical, Dental, Prescription & Vision Benefits--No premium cost!
- Life, AD&D and LTD insurance
- Paid Vacation and Holidays
- Company-Matched 401(k) and IRA Retirement Savings

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/lever%3Awachter%3A0b06f489-44af-4b48-b07c-0791b47cfec9 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.