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Help Desk Manager Jobs in Rio Rancho, NM (NOW HIRING)

SMS Data Products Group

Help Desk Lead

Albuquerque, NM · On-site

Ability to manage technicians in a fast paced and highly visible call center while serving as the ... Create, update, review, and close help desk tickets. * Ability to work with other Tier 1 and Tier ...

Jaynes Corporation

Help Desk Technician

Albuquerque, NM · On-site

$20 - $36/hr

Manage and maintain printers, including configuration, troubleshooting, and address book/email setup * Document, track, and manage support requests through the help desk ticketing system; route ...

Peraton

Senior Service Desk Manager

Albuquerque, NM · On-site

Senior Service Desk Manager Peraton is seeking an experienced Service Desk Manager to join our team of qualified and diverse individuals. Peraton supports the NNSA Office of Secure Transportation ...

Peraton

Senior Service Desk Manager

Albuquerque, NM · On-site

$104K - $166K/yr

The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and III support operations, ITSM platform management, and continuous service improvement for the NNSA ...

Peraton

Senior Service Desk Manager

Albuquerque, NM · On-site

The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and III support operations, ITSM platform management, and continuous service improvement for the NNSA ...

Peraton

Senior Service Desk Manager

Albuquerque, NM · On-site

The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and III support operations, ITSM platform management, and continuous service improvement for the NNSA ...

Crossroads Auto Group

Desk Manager

Albuquerque, NM · On-site

$120K - $240K/yr

Professional environment with resources to help you succeed Ready to Lead? If you're a high-energy, results-driven Sales Manager ready to take the next step in your career, apply today and ...

Crossroads Auto Group

Desk Manager

Albuquerque, NM · On-site

$120K - $240K/yr

Professional environment with resources to help you succeed Ready to Lead? If you're a high-energy, results-driven Sales Manager ready to take the next step in your career, apply today and ...

Crossroads Auto Group

Desk Manager

Albuquerque, NM

$120K - $240K/yr

Professional environment with resources to help you succeed Ready to Lead? If you're a high-energy, results-driven Sales Manager ready to take the next step in your career, apply today and ...

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All JobsHelp Desk JobsHelp Desk Manager JobsHelp Desk Manager Jobs in Rio Rancho, NM

Help Desk Manager information

See Rio Rancho, NM salary details

$35.3K

$78.8K

$117.1K

How much do help desk manager jobs pay per year?

As of Sep 15, 2026, the average yearly pay for help desk manager in Rio Rancho, NM is $78,805.00, according to ZipRecruiter salary data. Most workers in this role earn between $62,100.00 and $94,100.00 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 Rio Rancho, NM?

The most popular types of Help Desk jobs in Rio Rancho, NM are:

What are popular job titles related to Help Desk Manager jobs in Rio Rancho, NM?

For Help Desk Manager jobs in Rio Rancho, NM, the most frequently searched job titles are:

What job categories do people searching Help Desk Manager jobs in Rio Rancho, NM look for?

The top searched job categories for Help Desk Manager jobs in Rio Rancho, NM are:

What cities near Rio Rancho, NM are hiring for Help Desk Manager jobs?

Cities near Rio Rancho, NM with the most Help Desk Manager job openings:

Help Desk Manager jobs near you
Infographic showing various Help Desk Manager job openings in Rio Rancho, NM as of August 2026, with employment types broken down into 1% As Needed, 70% Full Time, 24% Part Time, and 5% Contract. Highlights an 86% Physical, 1% Hybrid, and 13% Remote job distribution, with an average salary of $78,805 per year, or $37.9 per hour.

Help Desk Lead

Albuquerque, NM • On-site

SMS Data Products Group, Inc.
IT Services • 501 - 1,000 employees
Learn more about SMS Data Products Group, Inc.external

Full-time

Posted 4 days ago

Job description

SMS Data Products Group, Inc. is seeking a Help Desk Lead on the C4 contract at Kirtland AFB in support of the 377th Comm Squadron.
Since 1976, SMS has specialized in modernizing legacy IT and sustaining complex enterprise environments for federal agencies. With the goal of building long-term partnerships with our customers, we invest in our employees by providing the training, tools, and support they need to keep critical missions operational, improve performance, and reduce risk. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com .
Submit your resume today!
Job Responsibilities
  • Provides technical support, direction, supervision, and leadership to members of the help desk team. The help desk team is comprised of both a day shift and after-hours shift members.
  • Responsible for all aspects of maintaining these positions, and the individuals in these positions, including the duties of interviewing, scheduling, ensuring shift coverage, work assignment and prioritization, setting work center expectations, performance management, and disciplinary actions.
  • Provide competent and friendly customer support on every interaction.
  • Monitor and track all open tickets to ensure compliance with contractual requirements while providing updates to customers and leadership as required.
  • Address customer feedback surveys. Support special projects, VIPs, and other assignments as needed, respond to shift emergencies on a 24/7 basis.
  • Compile and communicate required metrics and notable tasks to leadership.
  • Attend regular meetings with external support teams.
  • Socialize, document, and coordinate notable information between external support teams and local leadership.

Experience/Skills:
  • Ability to manage technicians in a fast paced and highly visible call center while serving as the Subject Matter Expert (SME) (Tier I & II).
  • Ability to multi-task and prioritize to ensure all technicians and customers� needs are responded to appropriately.
  • Ability to apply advanced diagnostic techniques to identify problems, investigate causation, and recommend solutions.
  • Create, update, review, and close help desk tickets.
  • Ability to work with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution or external escalation if needed.
  • Familiarity with Windows 10 and Windows 11 Operating Systems and the O365 Microsoft Office Suite.
  • Familiarity with creating/updating tickets, Service Now is preferred.
  • Familiarity with enterprise class desktop software such as antivirus, remote management and troubleshooting, asset management and inventory, printing, and call centers.
  • Knowledge of distributed software, including operating software and personal productivity software.
  • Schedule, support, and troubleshoot both classified and unclassified Video Teleconference systems.
  • Knowledge of portable technologies such as laptops, tablets, cell phones.
  • Generate, update, and maintain required documentation of (Tier I & II) processes and SOPs.

Required Qualifications
  • Applicant must possess refined critical thinking skills, should be a self-starter, and may direct the activities of other team members, diplomatic, multi-task capable, adaptive to a dynamic environment, dependable and reliable.
  • Minimum of three years of experience working in a help desk organization.
  • Minimum of 1 year managing and maintaining a help desk team.
  • Experience in the analysis, installation, administration, and troubleshooting of all aspects of a client/server data network including multi-facility client/server network and system administration and support.
  • Experience should include IT ticketing and request systems.
  • This position may require occasional after-hours call-ins for emergency response. Employees in this role must provide a personal cell phone number for contact purposes.
  • Must have and maintain an active DoD Secret security clearance.
  • Must have and maintain DoD 8540 IAT-I certification.

Desired Qualifications
  • Prior experience in a government consulting services environment is preferred.
  • ITIL Foundation v4 certification is preferred.
  • Project Management certification is preferred.

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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