Senior IT Operations & Engineering Manager

Senior Level 3 Network Engineer / Help Desk Manager

Location: Parsippany, NJ – In Office

Salary: $85,000/year

Schedule: Monday–Friday, 8:30 AM–5:30 PM

Eclipse 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 Responsibilities

• Independently manage the daily operation of the Help Desk
• Manage ticket queues, priorities, escalations, workloads, and service expectations
• Lead, mentor, and provide direction to Help Desk and technical staff
• Serve as a Level 3 escalation point for complex technical issues
• Coordinate resources and support for clients and Eclipse's TLT/co-managed IT teams
• Develop, implement, and enforce Help Desk processes, procedures, documentation, and standards
• Ensure tickets and technical documentation are accurate, complete, and maintained
• Identify recurring problems and drive permanent solutions
• Work directly with clients, school technology teams, administrators, and vendors
• Coordinate technical projects and ensure work is completed properly and on schedule
• Maintain organization and accountability across multiple clients and technical teams
• Effectively utilize Eclipse's management, monitoring, documentation, security, and support platforms

Required Experience & Skills

• Minimum 5 years of professional IT experience, preferably in an MSP or multi-client environment
• Proven experience managing a Help Desk or technical support team
• Strong leadership, organizational, and decision-making abilities
• Advanced networking experience, including LAN/WAN, VLANs, routing, switching, firewalls, VPNs, DNS, DHCP, and enterprise Wi-Fi
• Strong Microsoft Azure, Entra ID, Microsoft 365, and Active Directory experience
• AWS knowledge and cloud infrastructure experience
• Windows Server and endpoint administration
• Strong troubleshooting capabilities across networks, servers, endpoints, cloud services, and infrastructure
• Ability to independently prioritize issues, manage resources, and drive problems through resolution
• Strong client-facing communication skills

Technology & Platform Experience

Experience with the following platforms is highly beneficial:

• ConnectWise Manage
• N-able N-central / RMM
• Jamf
• Microsoft 365 and Azure
• Google Workspace
• Windows and macOS environments
• Endpoint management and patching
• Cybersecurity, MFA, identity, and endpoint protection platforms
• Documentation and IT management systems
• Backup and disaster recovery solutions
• Remote monitoring and management tools

Candidates 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 For

We 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 salary
• Health benefits
• 401(k)
• Full-time, in-office position in Parsippany, NJ
• Monday–Friday, 8:30 AM–5:30 PM

About Eclipse Integrated Systems

Eclipse 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.