Solutions Operations ManagerLocation: Cedar Knolls, NJ (Onsite)
Employment Type: Full-time
Compensation: Competitive and commensurate with experience
About the RoleSafari 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.
