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Help Desk Manager Jobs in Silver Spring, MD (NOW HIRING)

AMERICAN SYSTEMS

Help Desk Specialist Manager

Arlington, VA · On-site

$130K - $182K/yr

The Help Desk Specialist Manager leads the staff and day-to-day operations of the technical service desk supporting the F-35 Joint Program Office Virtual Enterprise environment. This position directs ...

GDIT

Help Desk Program Manager

Washington, DC

$148K - $201K/yr

As a Help Desk Program Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Program Manager joining our team to bring professionalism and initiative to a ...

ITC Federal, Inc

Help Desk Supervisor

Fairfax, VA · On-site

Usually reports to the Application Manager or Lead Project Manager. Supervises staff of Help Desk and User Trainer Specialists who provide help desk and on-site support to end users, and assists in ...

Chenega Corporation

Help Desk Supervisor

Ashburn, VA · On-site

Help Desk Supervisor Ashburn, VA (Remote) Are you ready to enhance your skills and build your ... Monitor and manage Sensitive VIP customer escalations. * Support development and deployment of ...

Chenega MIOS

Help Desk Supervisor

Ashburn, VA · On-site

Help Desk Supervisor Ashburn, VA (Remote) Are you ready to enhance your skills and build your ... Monitor and manage Sensitive VIP customer escalations. * Support development and deployment of ...

S2Technologies

Help Desk Specialist

Washington, DC · On-site

Manage, track, and document all help desk inquiries in accordance with AF/A10 reporting requirements, maintaining a comprehensive ticket log and providing trend analysis. Coordinate with the ...

Planet Depos

Help Desk Technician

Rockville, MD

$24.04 - $27/hr

Manage helpdesk tickets in a timely manner. * Utilize ticket tracking system to document all ... HELP DESK TECHNICIAN LOCATION: Rockville, MD HELP DESK TECHNICIAN SHIFT: 9:00am - 5:00pm EST Monday ...

ASM Research

Service Desk Manager

Lorton, VA · On-site

Directly supervise Help Desk Analysts/Technicians: scheduling, attendance, workload distribution ... Own ticket queue management - ensure SLAs are met, tickets are properly triaged, and escalations ...

New

Planet Depos

Help Desk Technician

Rockville, MD · On-site

$24.04 - $27/hr

Manage helpdesk tickets in a timely manner. * Utilize ticket tracking system to document all ... HELP DESK TECHNICIAN LOCATION: Rockville, MD HELP DESK TECHNICIAN SHIFT: 9:00am - 5:00pm EST Monday ...

S2Technologies

Help Desk Specialist

Washington, DC · On-site

Manage, track, and document all help desk inquiries in accordance with AF/A10 reporting requirements, maintaining a comprehensive ticket log and providing trend analysis. * Coordinate with the ...

S2Technologies

Help Desk Specialist

Washington, DC · On-site

$70K - $88K/yr

Serve as the primary point of contact for end-user IT support, resolving daily help desk requests. • Manage, track, and document all help desk inquiries in accordance with AF/A10 reporting ...

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All JobsHelp Desk JobsHelp Desk Manager JobsHelp Desk Manager Jobs in Silver Spring, MD

Help Desk Manager information

See Silver Spring, MD salary details

$38.6K

$86.3K

$128.3K

How much do help desk manager jobs pay per year?

As of Sep 2, 2026, the average yearly pay for help desk manager in Silver Spring, MD is $86,347.00, according to ZipRecruiter salary data. Most workers in this role earn between $68,000.00 and $103,100.00 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 Silver Spring, MD?

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

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

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

What job categories do people searching Help Desk Manager jobs in Silver Spring, MD look for?

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

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

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

Help Desk Manager jobs near you
Infographic showing various Help Desk Manager job openings in Silver Spring, MD as of August 2026, with employment types broken down into 1% As Needed, 71% Full Time, 24% Part Time, and 4% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $86,347 per year, or $41.5 per hour.

Help Desk Specialist Manager

AMERICAN SYSTEMS

Arlington, VA • On-site

$130K - $182K/yr

Full-time

Medical, Retirement, PTO

Posted 14 days ago

Job description

The Help Desk Specialist Manager leads the staff and day-to-day operations of the technical service desk supporting the F-35 Joint Program Office Virtual Enterprise environment. This position directs second-tier support for end-user hardware, software, applications, servers, network services, service requests, incidents, and recurring problems that cannot be resolved at the first tier. The role trains and coaches help desk personnel, monitors service levels and customer experience, serves as an escalation point for critical or unusual issues, and uses performance data, post-incident reviews, and root-cause analysis to improve service quality. Through disciplined use of information technology service management processes and tools, the Help Desk Specialist Manager promotes timely restoration of service, accurate ticket handling, effective knowledge transfer, and continual service improvement.


  • Manage help desk personnel and daily support operations, including work assignment, coaching, performance oversight, and coverage needed to maintain uninterrupted service.
  • Direct second-tier troubleshooting for personal computers, servers, applications, hardware, software, network services, and other end-user technologies.
  • Oversee service requests, incidents, escalations, and problem-management activities to support timely resolution in accordance with established service-level expectations.
  • Serve as the escalation point and facilitator for severe, critical, recurring, or technically complex issues requiring coordination across support teams.
  • Train personnel on help desk systems, tools, knowledge resources, documentation standards, troubleshooting methods, and current technical or product updates.
  • Monitor ticket volume, resolution times, backlog, customer satisfaction, service trends, and other key metrics to identify performance gaps and resource needs.
  • Lead post-incident reviews and root-cause analyses and ensure that corrective actions, knowledge articles, and process improvements are implemented to reduce recurrence.
  • Coordinate with network, systems, application, cybersecurity, and engineering teams to restore service and resolve issues that cross technical boundaries.
  • Recommend workflow, staffing, automation, and service-management improvements that increase efficiency, reduce risk, and improve the user experience

  • Bachelor’s degree from an accredited college or university in information technology, computer science, management information systems, or a related discipline.
  • Minimum of five years of related technical support or help desk experience as an individual contributor; one to three years of supervisory or team-lead experience is also required.
  • Experience managing the day-to-day performance of technical support personnel and ensuring that team milestones, service objectives, and operational priorities are achieved.
  • Strong knowledge of help desk operations, second-tier troubleshooting, incident management, problem management, service request fulfillment, escalation, and root-cause analysis.
  • Experience using information technology service management platforms and performance metrics to document, track, analyze, and improve service delivery.
  • Demonstrated ability to coordinate across Government, contractor, network, systems, application, cybersecurity, and engineering stakeholders in a mission-focused environment.
  • CLEARANCE: Active Secret clearance

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $133,000.00/Yr. - USD $222,100.00/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.
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