Senior IT Operations & Engineering Manager

Senior Level 3 Network Engineer / Help Desk ManagerLocation: Parsippany, NJ – In OfficeSalary: $85,000/yearSchedule: Monday–Friday, 8:30 AM–5:30 PMEclipse Integrated Systems is seeking an experienced Senior Level 3 Network Engineer / Help Desk Manager to join our team in Parsippany, NJ.This is a key technical and leadership position for someone who can independently manage a busy Help Desk operation, lead technical staff, work directly with clients, and serve as a senior escalation resource.Our team supports schools and other organizations across the country. We are looking for someone who can take ownership of the day-to-day operation of the Help Desk, establish structure and accountability, and make decisions without requiring constant direction.This is not simply a senior support position. The right candidate must be both a strong Level 3 engineer and an effective technical manager.Key ResponsibilitiesIndependently manage the daily operation of the Help DeskManage ticket queues, priorities, escalations, workloads, and service expectationsLead, mentor, and provide direction to Help Desk and technical staffServe as a Level 3 escalation point for complex technical issuesCoordinate resources and support for clients and Eclipse's TLT/co-managed IT teamsDevelop, implement, and enforce Help Desk processes, procedures, documentation, and standardsEnsure tickets and technical documentation are accurate, complete, and maintainedIdentify recurring problems and drive permanent solutionsWork directly with clients, school technology teams, administrators, and vendorsCoordinate technical projects and ensure work is completed properly and on scheduleMaintain organization and accountability across multiple clients and technical teamsEffectively utilize Eclipse's management, monitoring, documentation, security, and support platformsRequired Experience & SkillsMinimum 5 years of professional IT experience, preferably in an MSP or multi-client environmentProven experience managing a Help Desk or technical support teamStrong leadership, organizational, and decision-making abilitiesAdvanced networking experience, including LAN/WAN, VLANs, routing, switching, firewalls, VPNs, DNS, DHCP, and enterprise Wi-FiStrong Microsoft Azure, Entra ID, Microsoft 365, and Active Directory experienceAWS knowledge and cloud infrastructure experienceWindows Server and endpoint administrationStrong troubleshooting capabilities across networks, servers, endpoints, cloud services, and infrastructureAbility to independently prioritize issues, manage resources, and drive problems through resolutionStrong client-facing communication skillsTechnology & Platform ExperienceExperience with the following platforms is highly beneficial:ConnectWise ManageN-able N-central / RMMJamfMicrosoft 365 and AzureGoogle WorkspaceWindows and macOS environmentsEndpoint management and patchingCybersecurity, MFA, identity, and endpoint protection platformsDocumentation and IT management systemsBackup and disaster recovery solutionsRemote monitoring and management toolsCandidates should be comfortable working across a broad technology stack and have the ability to quickly learn, adopt, and effectively use all of Eclipse's tools and platforms.Experience supporting K–12 schools, MSP environments, and co-managed IT teams is highly desirable.Who We're Looking ForWe are looking for someone who takes ownership.The successful candidate should be able to walk into a busy technical environment, understand what needs to be done, organize the team, establish priorities, communicate with clients, and ensure issues are resolved without requiring constant oversight.You should be equally comfortable leading a team, speaking with a client, reviewing the ticket queue, improving a process, troubleshooting a network, or taking ownership of a critical technical escalation.This position is ideal for an experienced technical professional who wants the opportunity to have a meaningful role in how an IT organization operates and delivers service.Compensation & Benefits$85,000 annual salaryHealth benefits401(k)Full-time, in-office position in Parsippany, NJMonday–Friday, 8:30 AM–5:30 PMAbout Eclipse Integrated SystemsEclipse Integrated Systems provides managed and co-managed technology services to schools and organizations throughout the United States. Our team supports clients across networking, infrastructure, cloud services, cybersecurity, endpoint management, Help Desk operations, and ongoing technology management.We are looking for an experienced professional who can become a trusted leader within our technical organization and take real ownership of our Help Desk operation.