Solutions Desk Manager - Safari Solutions

Solutions Desk Manager

Location: Cedar Knolls, NJ (Onsite)

Employment Type: Full-time

Compensation: $70,000 - $80,000 USD

About Our Hiring Partner: Safari Solutions

This role is not for AppDirect but for one of our trusted advisory partners, Safari Solutions.

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 looking for a Solutions Desk Manager to lead its Tier 1 and Tier 2 technical support team. This is a hands-on management role, serving as the go-to escalation point for troubleshooting, problem-solving, and ensuring smooth day-to-day operations. The ideal candidate is both technically proficient and an effective leader, capable of managing a team while actively engaging in issue resolution.

Key Responsibilities

• Act as the primary escalation point for Tier 1 and Tier 2 engineers, providing guidance on technical and customer service issues.
• Troubleshoot Windows, Microsoft 365, Google Workspace, networking, and VOIP-related issues.
• Ensure that support tickets are properly tracked, resolved, and followed up on to maintain high service standards.
• Oversee the daily management of the help desk, ensuring efficient workflows and smooth issue resolution.
• Participate in on-call rotations as an escalation point, stepping in when necessary.
• Work closely with leadership to identify process improvements and ensure client satisfaction.

What You Bring

• Five or more years of progressive experience in a helpdesk environment, with a least a year of direct supervisory experience
• Technical Expertise: Strong troubleshooting skills in Windows, Microsoft 365, Google Workspace, networking, and VOIP systems.
• Management Skills: Experience leading a technical support team, coaching junior engineers, and managing day-to-day help desk operations.
• Problem-Solving Mentality: Ability to proactively find solutions rather than just escalating issues.
• Customer Service Focus: Capable of handling tough client interactions, especially when customers are frustrated.
• On-Call Availability: Willingness to be part of the on-call rotation and serve as an escalation point when needed.
• Strong Communication: Professional-level spoken and written English skills.
• Flexibility to work in a 24x7x365 support environment, including participation in scheduled rotations and on-call duties as needed.
• Capability to perform light physical tasks, such as lifting and moving equipment weighing up to 35 lbs, as required for troubleshooting and setup.

Why Join Safari Solutions?

• 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 leader who thrives in a hands-on role and enjoys mentoring teams while solving complex IT issues, we’d love to hear from you.

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

Important Notice:

This job opportunity is with a third-party company that partners with AppDirect, referred to here as an “AppDirect Advisor.” This role is not a direct employment opportunity with AppDirect, Inc. AppDirect, Inc. has no control over the hiring process and is not responsible for any disputes that may arise between applicants and the third-party company.

Key Information:

• Third-Party Employment: This position is with an independent company that has its own hiring processes, employment terms, and working conditions. AppDirect, Inc. is not responsible for and does not participate in the hiring process for this role.

• No AppDirect Employment Relationship: By applying for this role, you are submitting your application directly to the respective AppDirect Advisor company, not to AppDirect, Inc. AppDirect is not involved in the employment relationship between you and the third-party company.

• Data Privacy: When you apply for this job, your application and any personal data you provide will be handled in accordance with the third-party company’s privacy policy and terms. AppDirect, Inc. may share your information with this third-party company as necessary to facilitate the application process. Please refer to our Privacy Policy for details on how your data will be handled.

• Brand Usage: This job opportunity is posted under the “Opportunities with AppDirect Advisors” branding to provide a platform for our partner companies. However, the use of AppDirect branding does not imply an employment relationship or endorsement of the third-party company by AppDirect, Inc. Unauthorized use of AppDirect branding by third-party companies is prohibited.

• Compliance and Responsibility: The third-party company is responsible for ensuring that this job posting complies with applicable employment laws and regulations, as well as AppDirect’s general terms of service and other applicable policies. AppDirect, Inc. does not guarantee the accuracy, completeness, or legality of the job description and employment conditions. Applicants are encouraged to conduct their own due diligence.

• Legal Disclaimer: AppDirect is not liable for any issues, disputes, or legal matters that arise between you and the third-party company. By submitting your application for this job, you acknowledge and agree to these terms.

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