Customer service focus for managing challenging client interactions
Excellent communication skills in professional English
Experience with Autotask ticketing system is a plus
Responsibilities
Serve as an advisor for clients and team members on technology and service expectations
Act as the primary escalation point for Tier 1 and Tier 2 engineers
Manage Autotask ticket workflows, ensuring accurate documentation and prioritization
Troubleshoot issues related to Windows, Microsoft 365, Google Workspace, networking, and VoIP
Monitor service desk performance and identify improvement opportunities
Oversee daily help desk management for efficient workflows
Participate in 24x7 on-call rotations as an escalation point
Manage team resources and HR-related escalations
Prepare for and participate in client reviews and reporting activities
Maintain strong client relationships through proactive communication
Work with leadership to identify process improvements
Benefits
Opportunity to influence service delivery and operational improvements
Lead and grow a talented team in a fast-paced environment
Work with cutting-edge IT solutions and diverse clients
Be part of a collaborative team that values problem-solving
Opportunity for hybrid work flexibility after establishing in the role
Full Job Description
Solutions Operations Manager
Location: Cedar Knolls, NJ (Onsite)
Employment Type: Full-time
Compensation: Competitive and commensurate with experience
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.
