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

BTI

Help Desk Manager

Washington, DC · On-site

The Help Desk Manager will ensure contractor processes align with recognized IT service management best practices, including ITIL v4 and subsequent updates. The manager will also serve as the ...

New

SiloSmashers

Help Desk Manager

Arlington, VA · On-site

Help Desk Manager This position is part of a proposal submission and is contingent upon contract award. Location: Arlington, VA (Hybrid) Clearance: DHS Suitability Description: Oversee help desk ...

SiloSmashers

Help Desk Manager

Arlington, VA · Hybrid

Help Desk Manager This position is part of a proposal submission and is contingent upon contract award. Location: Arlington, VA (Hybrid) Clearance: DHS Suitability Description: Oversee help desk ...

Integral

Help Desk Manager

Tysons, VA · On-site

$120K - $135K/yr

Overview The Help Desk Manager is responsible for overseeing help desk operations and ensuring customer satisfaction for the Defense Nuclear Facilities Safety Board (DNFSB). Responsibilities * Plan ...

Integral

Help Desk Manager

Tysons Corner, VA · On-site

$120K - $135K/yr

The Help Desk Manager is responsible for overseeing help desk operations and ensuring customer satisfaction for the Defense Nuclear Facilities Safety Board (DNFSB). * Plan and implement the ...

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 ...

Integral

Help Desk Manager

Fort George G Meade, MD · On-site

$120K - $135K/yr

Overview The Help Desk Manager supports the Defense Information Systems Agency (DISA), Business Systems Portfolio develop and integrate Agency business systems solutions, which include systems that ...

Stanley Martin Homes

Help Desk Manager

Reston, VA · On-site

The Help Desk Manager will build structure, accountability, and consistency across the support function and serve as the operational owner for ticket quality, service levels, knowledge management ...

Integral

Help Desk Manager

Fort George G Meade, MD

$120K - $135K/yr

The Help Desk Manager supports the Defense Information Systems Agency (DISA), Business Systems Portfolio develop and integrate Agency business systems solutions, which include systems that address ...

CSA Global LLC

Help Desk Manager

Washington, DC · On-site

Client Solution Architects (CSA) is currently seeking a Help Desk Manager to support a program onsite* in the Washington DC area. For nearly 50 years, CSA has delivered integrated technology and ...

CSA Global LLC

Help Desk Manager

Washington, DC · Hybrid

Help Desk Leadership & Operations: Manage onsite IT Help Desk operations serving 21 directorates within the Navy Secretariat. Oversee cross-trained IT personnel and stagger staff schedules to ensure ...

SiloSmashers

Help Desk Manager

Arlington, VA · On-site

Oversee help desk operations to ensure efficient and timely support. Manage a team of technicians, set performance goals, and maintain user satisfaction.Key Responsibilities:Supervise Tier 1/2 ...

Apha Omega Integration

Help Desk Manager

Washington, DC · On-site

$93 - $135/hr

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 ...

New

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 ...

ActioNet

Help Desk Manager Level I

Rosslyn, VA

$165K/yr

Secret The Help Desk Manager Level I is an entry-level management professional responsible for overseeing the daily operations of a help desk team. This role focuses on ensuring timely and effective ...

ActioNet

Help Desk Manager Level I

Rosslyn, VA

Secret The Help Desk Manager Level I is an entry-level management professional responsible for overseeing the daily operations of a help desk team. This role focuses on ensuring timely and effective ...

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

Help Desk Manager information

See Laurel, MD salary details

$37.2K

$83.1K

$123.4K

How much do help desk manager jobs pay per year?

As of Sep 4, 2026, the average yearly pay for help desk manager in Laurel, MD is $83,066.00, according to ZipRecruiter salary data. Most workers in this role earn between $65,400.00 and $99,100.00 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 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.

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 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.

More about Help Desk Manager jobs

What are the most commonly searched types of Help Desk jobs in Laurel, MD?

The most popular types of Help Desk jobs in Laurel, MD are:

What are popular job titles related to Help Desk Manager jobs in Laurel, MD?

For Help Desk Manager jobs in Laurel, MD, the most frequently searched job titles are:

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The top searched job categories for Help Desk Manager jobs in Laurel, MD are:

What cities near Laurel, MD are hiring for Help Desk Manager jobs?

Cities near Laurel, MD with the most Help Desk Manager job openings:

Help Desk Manager jobs near you
Infographic showing various Help Desk Manager job openings in Laurel, MD as of August 2026, with employment types broken down into 1% As Needed, 71% Full Time, 25% Part Time, and 3% Contract. Highlights an 84% Physical, 1% Hybrid, and 15% Remote job distribution, with an average salary of $83,066 per year, or $39.9 per hour.

Help Desk Manager

Business Technology Integrators

Washington, DC • On-site

Full-time

Posted 3 days ago

New

Job description

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services.
Company Overview:
The U.S. Equal Employment Opportunity Commission (EEOC) is responsible for enforcing federal laws that make it illegal to discriminate against a job applicant or an employee because of the person's race, color, religion, sex (including pregnancy, childbirth, or related conditions, transgender status, and sexual orientation), national origin, age (40 or older), disability or genetic information.
Most employers with at least 15 employees are covered by EEOC laws (20 employees in age discrimination cases). Most labor unions and employment agencies are also covered.
The laws apply to all types of work situations, including hiring, firing, promotions, harassment, training, wages, and benefits.
Position Overview
The Help Desk Manager will oversee Enterprise Help Desk operations supporting the U.S. Equal Employment Opportunity Commission. This position is responsible for managing daily service desk operations, supervising help desk personnel, allocating resources, monitoring ticket performance, and ensuring end-user technical issues are resolved within established service-level requirements.
The Help Desk Manager will ensure contractor processes align with recognized IT service management best practices, including ITIL v4 and subsequent updates. The manager will also serve as the designated management authority for reviewing and approving escalated ticket resolutions and closures.
Key Responsibilities
  • Oversee the daily operations and performance of the EEOC Enterprise Help Desk.
  • Manage, supervise, and provide guidance to help desk personnel responsible for handling technical incidents, service requests, and end-user support.
  • Assign personnel and allocate resources based on ticket volume, priority, complexity, staffing availability, and service-level requirements.
  • Ensure contractor help desk processes align with recognized industry best practices, including ITIL v4 and subsequent updates.
  • Monitor the complete ticket lifecycle, including ticket assignment, prioritization, escalation, investigation, resolution, documentation, approval, and closure.
  • Review escalated tickets and provide required Help Desk Manager approvals for ticket resolutions and closures.
  • Ensure all ticket resolutions are properly documented and that required approvals are obtained from the Help Desk Manager or designated EEOC management before closure.
  • Ensure tickets are closed in accordance with established EEOC and contractual procedures.
  • Ensure at least 95% of assigned tickets are completed within required service levels.
  • Monitor ticket backlogs, aging tickets, response and resolution times, reopened tickets, escalation rates, and recurring technical issues.
  • Identify tickets at risk of exceeding service-level requirements and implement timely corrective actions.
  • Serve as the primary escalation point for complex, high-priority, sensitive, or unresolved technical incidents and service requests.
  • Coordinate escalated issues with EEOC management, technical teams, vendors, contractors, and other support groups as necessary.
  • Review ticket documentation for accuracy and completeness, including troubleshooting actions, resolutions, user communications, management approvals, and closure details.
  • Ensure help desk personnel provide professional, timely, courteous, and customer-focused support to EEOC employees and stakeholders.
  • Develop, maintain, and enforce help desk operating procedures, escalation processes, workflows, knowledge articles, and quality standards.
  • Analyze help desk data and performance trends to identify recurring issues, process gaps, training needs, and opportunities for service improvement.
  • Prepare operational reports and management briefings addressing ticket volume, service-level compliance, open and aging tickets, escalations, staffing, customer-service issues, and overall help desk performance.
  • Provide coaching, training, technical guidance, and performance feedback to help desk personnel.
  • Support continuous service improvement by recommending changes to staffing, tools, procedures, workflows, documentation, and service-delivery practices.
  • Ensure Enterprise Help Desk operations comply with EEOC policies, contractual requirements, information security procedures, and applicable quality standards.
Education Requirements
  • Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a closely related field.
  • Additional relevant professional experience may be considered as a substitute for the degree if permitted by the contract.
Experience Requirements
  • Minimum of seven years of progressively responsible experience in IT support, technical support, help desk, or service desk operations.
  • At least three years of experience managing or supervising an enterprise help desk or service desk operation.
  • Demonstrated experience managing help desk personnel, staffing, schedules, workloads, escalations, ticket approvals, and resource allocation.
  • Experience monitoring and managing service-level agreements, operational performance metrics, ticket backlogs, and customer-service standards.
  • Experience using an enterprise ticketing or IT service management platform.
  • Demonstrated experience with ITIL-aligned incident management, service request management, escalation, problem management, resolution, and ticket-closure processes.
  • Experience preparing operational reports, analyzing service desk metrics, and implementing corrective or continuous-improvement actions.
  • Previous experience supporting a federal government agency or federal IT contract is preferred.
Certification Requirements
  • ITIL v4 Foundation certification is required.
  • HDI Support Center Manager, HDI Support Center Team Lead, CompTIA Security+, or another relevant IT service management or technical support certification is preferred.

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