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Help Desk Manager Jobs in Crofton, MD (NOW HIRING)

NeevSys Inc

Help Desk Manager

Rockville, MD · On-site

Help Desk Manager / Service Desk Lead Location: Silver Spring, MD, Hybrid Work Schedule: Monday through Friday, 8:30 AM to 5:00 PM ET Customer: U.S. Food and Drug Administration, FDA CDER Employment ...

E Logic

Help Desk Manager

Washington, DC · On-site

$50K/yr

E-logic is seeking a Help Desk Manager to lead an onsite IT customer service team supporting over 4,000 users across the the Deputy Under Secretary of the Navy (Management) - Information Technology ...

Alpha Omega Integration

Help Desk Manager

Washington, DC · On-site

$93K - $135K/yr

Help Desk Manager Clearance Required: Active Secret or ability to obtain Work Location: Hybrid - Washington, DC Alpha Omega is seeking a highly motivated, customer-oriented, dual-role Helpdesk ...

RecruitTalent LLC.

Help Desk Lead

Washington, DC · On-site

$40 - $55/hr

The Service Desk Manager shall provide support to a customer base of over 3,200 users in a high-profile environment. * The Help Desk Lead is required to be onsite at the Fairchild Building in ...

Audacia Solutions

Help Desk

Washington, DC · On-site

$22.75 - $30.50/hr

Assists Help Desk Lead with managing daily operations.; Updates all tickets assigned on a daily basis. Opens, tracks, and closes trouble tickets. Ensures problem ownership and promotes end-user ...

Audacia Solutions

Help Desk

Washington, DC · On-site

$22.75 - $30.50/hr

Assists Help Desk Lead with managing daily operations.; Updates all tickets assigned on a daily basis. Opens, tracks, and closes trouble tickets. Ensures problem ownership and promotes end-user ...

Infojini Inc

HELP DESK

Washington, DC

$23.25 - $31.75/hr

We offer an excellent compensation package Title : 1st Shift Help Desk Analyst (Shift from 7am to 3.30pm) Location: Washington, DC (locals only) Duration: 12 months contract position Client : Direct ...

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All JobsHelp Desk JobsHelp Desk Manager JobsHelp Desk Manager Jobs in Crofton, MD

Help Desk Manager information

See Crofton, MD salary details

$37.9K

$84.7K

$125.9K

How much do help desk manager jobs pay per year?

As of Aug 11, 2026, the average yearly pay for help desk manager in Crofton, MD is $84,729.00, according to ZipRecruiter salary data. Most workers in this role earn between $66,700.00 and $101,100.00 per year, depending on experience, location, and employer.

What does a help desk manager do?

A Help Desk Manager oversees the support team responsible for assisting users with technical issues, ensuring efficient and effective IT service delivery. They manage daily operations, coordinate with other departments, implement support processes, and monitor ticket resolution to maintain high customer satisfaction. Additionally, Help Desk Managers train staff, manage performance, and analyze support data to improve service quality.

What is the difference between Help Desk Manager vs Help Desk Technician?

AspectHelp Desk ManagerHelp Desk Technician
CertificationsITIL, HDI-Support Center Analyst, CompTIA A+CompTIA A+, HDI Support Center Analyst
Work EnvironmentSupervises support teams, manages workflows, oversees customer serviceProvides technical support, troubleshoots hardware/software issues
Employer & Industry UsageIT departments, tech companies, large organizationsHelp desks, IT support centers, small to medium businesses

The Help Desk Manager oversees support teams and manages support operations, while the Help Desk Technician focuses on providing direct technical assistance to users. Both roles require similar certifications and are integral to IT support, but the manager has a broader supervisory and administrative focus.

How does a help desk manager typically support and develop their team to handle high-volume support requests effectively?

A Help Desk Manager plays a key role in ensuring their team can efficiently manage high volumes of support requests by implementing clear processes, providing ongoing training, and utilizing help desk software for ticket tracking and prioritization. They regularly monitor workload distribution, set realistic performance targets, and encourage knowledge sharing among team members. Additionally, they foster a collaborative environment where technicians can escalate complex issues and receive guidance, helping to reduce burnout and improve service quality.

What does a help desk manager do?

A help desk manager oversees the technical support department for a retail company, typically in the computer or electronic industry. As the help desk manager, you are responsible for managing the support staff. Your job duties include ensuring that computer users get the help they need with software, hardware, or any other tech product. In this job, you may communicate directly with clients or direct your staff members in best communication practices. Qualifications for this career include a bachelor’s degree in a computer-related field and management experience. You also need strong leadership and customer service skills.

What are the key skills and qualifications needed to thrive as a help desk manager, and why are they important?

To thrive as a Help Desk Manager, you need strong technical troubleshooting abilities, leadership experience, and a background in IT support, often supported by a degree in information technology or relevant certifications. Familiarity with ticketing systems such as ServiceNow or Zendesk, as well as ITIL or CompTIA certifications, is typically required. Excellent communication, problem-solving, and team management skills help you motivate staff and resolve customer issues efficiently. These skills ensure smooth IT operations, high customer satisfaction, and effective team performance.
More about Help Desk Manager jobs
What are the most commonly searched types of Help Desk jobs in Crofton, MD? The most popular types of Help Desk jobs in Crofton, MD are:
What job categories do people searching Help Desk Manager jobs in Crofton, MD look for? The top searched job categories for Help Desk Manager jobs in Crofton, MD are:
What cities near Crofton, MD are hiring for Help Desk Manager jobs? Cities near Crofton, MD with the most Help Desk Manager job openings:
Help Desk Manager jobs near you
Infographic showing various Help Desk Manager job openings in Crofton, MD as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 24% Part Time, and 3% Contract. Highlights an 91% Physical, 4% Hybrid, and 5% Remote job distribution, with an average salary of $84,729 per year, or $40.7 per hour.

Help Desk Manager

NeevSys Inc

Rockville, MD • On-site

Other

Posted 11 days ago

Job description

Help Desk Manager / Service Desk Lead

Location: Silver Spring, MD, Hybrid
Work Schedule: Monday through Friday, 8:30 AM to 5:00 PM ET
Customer: U.S. Food and Drug Administration, FDA CDER
Employment Type: Full-Time
Status: Contingent upon contract award

Position Overview

NeevSys is seeking an experienced Help Desk Manager to lead Tier 0, Tier 1, and Tier 2 support for the FDA Center for Drug Evaluation and Research, Office of Computational Science. The Service Desk supports scientific computing tools, clinical and nonclinical study-data platforms, analytical applications, training resources, and regulatory-review services used by FDA reviewers.

This role requires more than traditional desktop support. The selected candidate will lead service desk operations, manage ServiceNow queues and SLAs, maintain ticket quality, coordinate technical escalations, support scientific applications, oversee knowledge management, and prepare the team to support new tools and services.

Key Responsibilities

  • Lead daily Tier 0, Tier 1, and Tier 2 Service Desk operations.
  • Manage a team of Help Desk and application-support specialists.
  • Monitor ServiceNow ticket volumes, priorities, backlog, aging, assignments, escalations, response times, and resolution performance.
  • Review ticket documentation for accuracy, completeness, categorization, troubleshooting evidence, and appropriate routing.
  • Coordinate support through ServiceNow, email, Microsoft Teams, telephone, remote sessions, and onsite assistance.
  • Serve as the primary operational escalation point for high-priority and complex incidents.
  • Coordinate Tier 3 support with FDA project teams, application owners, infrastructure teams, vendors, and technical specialists.
  • Maintain ownership and customer communication through issue resolution and closure.
  • Support scientific and regulatory applications used for clinical and nonclinical study-data processing, analysis, visualization, inspection support, and reviewer services.
  • Lead troubleshooting of access, account, provisioning, study-data loading, application, connectivity, Java, analytical-tool, and workflow issues.
  • Develop and maintain SOPs, troubleshooting guides, workflows, escalation procedures, knowledge articles, known-error records, and support plans.
  • Apply knowledge-centered support practices to improve self-service and reduce repeat incidents.
  • Monitor SLAs, first-contact resolution, reopen rates, routing accuracy, backlog health, customer satisfaction, and recurring incidents.
  • Prepare operational dashboards, performance reports, trend analyses, and improvement recommendations.
  • Support the onboarding of new tools and services by defining intake procedures, support tiers, escalation paths, training needs, knowledge resources, and readiness criteria.
  • Train, coach, cross-train, and evaluate Service Desk staff.
  • Maintain coverage during leave, absences, workload surges, releases, and high-priority events.
  • Support FDA security, privacy, records-management, accessibility, and incident-reporting requirements.
  • Participate in meetings at FDA White Oak and provide onsite support when requested.

Required Qualifications

  • Bachelor’s degree in Information Technology, Computer Science, Information Systems, Health Informatics, or a related field. Equivalent experience may be considered.
  • Seven or more years of enterprise Service Desk, Help Desk, or application-support experience.
  • Three or more years leading Tier 1 and Tier 2 support teams.
  • Strong ServiceNow experience, including incident, request, assignment, escalation, SLA, backlog, and knowledge-management functions.
  • Experience supporting business, clinical, scientific, regulatory, or data-intensive applications.
  • Strong knowledge of ITIL-based incident, request, problem, knowledge, service-level, and escalation management.
  • Experience managing multichannel support through phone, email, chat, remote support, and onsite assistance.
  • Ability to collect diagnostic information, analyze symptoms, identify business impact, and route complex issues to the appropriate technical team.
  • Experience developing SOPs, knowledge articles, troubleshooting guides, workflows, and operational reports.
  • Strong written and verbal communication skills.

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