Help Desk Manager Jobs in Maryland
A Help Desk Manager in the technology industry is primarily responsible for overseeing all operations and activities of the IT help desk. Their job roles include managing the help desk team, ensuring that clients and end-users receive appropriate assistance, tracking and monitoring service requests to ensure timely resolution, and maintaining service level agreements. They are also responsible for implementing innovative strategies to improve help desk performance, designing and delivering end-user training, and liaising with vendors, suppliers, and other IT personnel to resolve issues related to hardware and software systems.
Important skills for a Help Desk Manager include excellent technical knowledge, strong problem-solving skills, effective team leadership, and exceptional customer service orientation. They must also possess great communication and interpersonal skills to interact with diverse end-users and team members. Certifications like ITIL (Information Technology Infrastructure Library), CompTIA A+, HDI-SCA (HDI Support Center Analyst), and Microsoft Certified Professional (MCP) are advantageous for this role. Prior to becoming a Help Desk Manager, a person may have job roles such as Help Desk Analyst, IT Support Specialist, or IT Service Desk Technician.
This technician will be in charge of all Tier 2 and Tier 3 IT support in the warehouse, which includes end-user support, troubleshooting, and training on Microsoft Office applications such as Office...
Environment Notes: Full life cycle support for all Montgomery County IT assets, help desk support, deskside support, 12k users, 15k assets, break fix, replacement, disposals, imaging, service help desk...
ITIL Foundations V4. 3+ years of experience in a major IT Service Management Platform, preferably ServiceNow....
as a Team Lead for a Help Desk support team. 2 years of experience providing Tier 2 IT support services to customers. 2 years of experience using an IT Service Manager application for logging tickets...
Deskside Support Specialist Rockville, Maryland, United States | Posted: 7/15/2025 Indotronix is an Equal Opportunity Employer....
supporting systems in the Operation and Maintenance phase of the system lifecycle to work with a seasoned team of technical professionals providing full life-cycle support for multiple systems deployed...
Remote Worksystem environment certification (e.g., Windows 10, Windows 11, or Microsoft Server 2019, etc.)...
for a Help Desk support team. 2 years of experience providing Tier 2 IT support services to customers. 2 years of experience using ServiceNow application for logging tickets and requests....
Experience with incident management within the ServiceNow Information Technology Service Management (ITSM) platform....
Service Desk Manager (IT Assistant Director I)
- Baltimore, MD
- 60+ days ago
- Baltimore, MD
- 60+ days ago
Nature of Work: The MDTA is seeking an experienced IT professional to oversee its Service Desk, Mobile Device Management and Mobile Phone Management, and Support Services within the Customer Support...
We're seeking a Software Application Support Specialist with a foundational understanding of Software Development and Support....
Requirements Required Skills, Experience, and Education: Bachelor's degree and three (3) years' experience or an Associate's degree and five (5) years' experience working with customer technology and support...
Demographic Data for Maryland
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Title Synonyms
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Salary for Help Desk Manager Jobs in Maryland
Required or preferred licenses and certifications for Help Desk Manager positions.
Highest Education Level
Help Desk Managers in Maryland offer the following education backgroundQualifications / Skill Sets
The following top skills are often required or desired to land a Help Desk Manager position
- Help Desk Management
- Computer Science
- Systems Center Configuration Manager
- Hardware Support
- Client Support
- Technical Troubleshooting
- Operating Systems
- IT Operations
- VPN
- IT Leadership
- Problem Management
- BMC Remedy
- IT Service Management
- Remote Support
- Windows OS
- Backup
- Application Support
- Service Delivery
- Infrastructure Management
- Service Now PaaS
- Knowledge Management
- Mobile Device Management
- Incident Management
- Help Desk Support
- IT Support
- ServiceNow
- ITIL
- Mac Skills
- Installation
- Resolution
- Information Technology
- Microsoft Office 365
- Continuous Improvement
- Microsoft Active Directory
- Engineering
- Technical Support
- Networking
- Customer Satisfaction
- Microsoft Windows
- Implementation
- Troubleshooting
- Prioritizing
- Mentoring
- Documentation
- Employee Development
- Collaboration
- Reporting
- Policy Development
- Coaching
- Inventory Management
- Bachelor's Degree
- Microsoft Office
- Problem Solving
- Staff Supervision
- Organization
- Customer Service
- Scheduling
- Leadership
- Communication Skills
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Here are some other career titles that require similar skills
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