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

Evapco

IT Service Desk Manager

Taneytown, MD · On-site

$100K - $150K/yr

IT Service Desk Manager Job Overview: The IT Service Desk Manager is a member of the Global Information Technology team responsible for leading day-to-day service desk operations and developing a ...

Evapco

IT Service Desk Manager

Taneytown, MD · On-site

$100K - $150K/yr

IT Service Desk Manager Job Overview: The IT Service Desk Manager is a member of the Global Information Technology team responsible for leading day-to-day service desk operations and developing a ...

Planet Fitness

Service Desk

Randallstown, MD · On-site

$15.50 - $16.50/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Positive attitude and willingness to help others; * Ability to maintain composure in difficult ...

Planet Fitness

Service Desk

Randallstown, MD · On-site

$15.50 - $16.50/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Positive attitude and willingness to help others; * Ability to maintain composure in difficult ...

Planet Fitness

Service Desk

Ellicott City, MD · On-site

Growth Opportunities: over 90% of our management team started as an entry level team member ... Positive attitude and willingness to help others; * Ability to maintain composure in difficult ...

Planet Fitness

Service Desk

Randallstown, MD · On-site

$15.50 - $16.50/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Positive attitude and willingness to help others; * Ability to maintain composure in difficult ...

Planet Fitness

Service Desk

Randallstown, MD · On-site

Growth Opportunities: over 90% of our management team started as an entry level team member ... Positive attitude and willingness to help others; * Ability to maintain composure in difficult ...

Planet Fitness

Service Desk

Ellicott City, MD · On-site

$16.50/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Positive attitude and willingness to help others; * Ability to maintain composure in difficult ...

Planet Fitness

Service Desk

Timonium, MD

$15/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Positive attitude and willingness to help others; * Ability to maintain composure in difficult ...

Planet Fitness

Service Desk

Randallstown, MD · On-site

$15.50 - $16.50/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Positive attitude and willingness to help others; * Ability to maintain composure in difficult ...

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Help Desk Manager information

See Westminster, MD salary details

$36K

$80.5K

$119.6K

How much do help desk manager jobs pay per year?

As of Aug 30, 2026, the average yearly pay for help desk manager in Westminster, MD is $80,511.00, according to ZipRecruiter salary data. Most workers in this role earn between $63,400.00 and $96,100.00 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 Westminster, MD?

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

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

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

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

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

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

Help Desk Manager jobs near you
Infographic showing various Help Desk Manager job openings in Westminster, MD as of August 2026, with employment types broken down into 1% As Needed, 68% Full Time, 28% Part Time, and 3% Contract. Highlights an 92% Physical, 3% Hybrid, and 5% Remote job distribution, with an average salary of $80,511 per year, or $38.7 per hour.

IT Service Desk Manager

Taneytown, MD • On-site

Evapco

8.7

Company rating: 8.7 out of 10

Based on 19 frontline employees who took The Breakroom Quiz

57th of 495 rated machine equipment manufacturers

Good employer

Paid breaks

Recommended by parents

Learn more about Evapcoexternal

$100K - $150K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 26 days ago

Job description

IT Service Desk Manager
Job Overview:
The IT Service Desk Manager is a member of the Global Information Technology team responsible for leading day-to-day service desk operations and developing a team of IT service desk technicians and support analysts. This role ensures high-quality, efficient support across a large, global enterprise by improving incident resolution, user satisfaction, service performance, and process maturity.
Reporting to the Global IT & Cyber Security Manager, this position owns service levels and performance metrics, Jira Service Management administration, knowledge and self-service capabilities, ITIL-aligned incident, problem, and change practices, asset and endpoint management processes, vendor performance, escalations, and operational reporting. This is a full-time, on-site position at Evapco's corporate headquarters in Taneytown, Maryland. Very infrequent travel may be required.
Key Responsibilities:
Service Desk Leadership & Team Development
  • Lead, schedule, coach, and mentor a team of service desk technicians and support analysts, fostering a customer-first, continuous-improvement culture
  • Own performance management activities, including goal-setting, regular one-on-one meetings, professional development planning, and constructive feedback
  • Manage staffing coverage and shift scheduling to provide consistent support availability across global time zones as needed

Service Delivery & Performance Management
  • Define, monitor, and continuously improve key performance indicators and service level agreements, including first-call resolution, ticket aging, and customer satisfaction
  • Analyze service trends, recurring issues, and root causes to improve resolution times and the overall end-user experience
  • Use operational data and customer feedback to prioritize service improvements and align support delivery with business goals

ITSM Platform, Knowledge & Self-Service
  • Serve as the business owner and administrator for IT Service Management system, including queue configuration, workflows, automation, and reporting dashboards
  • Maintain and enhance the knowledge base and end-user self-service capabilities to reduce avoidable tickets and empower users
  • Drive strategic initiatives to modernize service desk tools, processes, and support capabilities

Incident, Problem & Change Management
  • Manage incident, problem, and change management lifecycles in alignment with ITIL best practices
  • Coordinate escalations, major incident response, stakeholder communications, and post-incident reviews
  • Identify corrective actions and process improvements that drive lasting resolution and greater service maturity

Asset, Endpoint & Device Management
  • Oversee IT asset management (ITAM) and mobile device management (MDM) processes, ensuring accurate inventory, lifecycle tracking, and compliance
  • Partner with security and infrastructure teams to ensure endpoints are provisioned, patched, and managed to corporate standards
  • Support consistent processes for device deployment, replacement, transfer, recovery, and retirement

Vendor, Escalation & Stakeholder Management
  • Manage relationships with third-party vendors and service providers and hold them accountable to contractual service levels
  • Serve as the primary escalation point for complex, high-impact, or business-critical support issues
  • Communicate service status, initiatives, risks, and outcomes effectively to technical and non-technical stakeholders

Reporting & Communication
  • Produce clear, actionable performance and operational reports for IT leadership and business stakeholders
  • Present service trends, performance results, improvement plans, and recommendations in a concise and business-focused manner

Required Qualifications:
  • Bachelor's degree in Information Technology, a related technical or business discipline, or equivalent professional experience
  • Five or more years of experience in a Service Desk Manager or equivalent IT support leadership role
  • Demonstrated experience leading, coaching, and developing technical support teams in an enterprise environment
  • Strong working knowledge of ITIL service management practices
  • Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical audiences
  • Customer-focused, performance-driven approach with strong problem-solving, reporting, and stakeholder management skills

Preferred Qualifications:
No certifications are required for this role. Relevant industry certifications are considered a plus, including:
  • ITIL 4 Foundation or higher
  • HDI Support Center Manager or HDI Support Center Team Lead
  • CompTIA A+, Network+, or Security+
  • Microsoft 365, Modern Desktop, Endpoint Administrator, Azure, or Identity and Access certifications
  • PMP, CAPM, Agile, or Scrum credentials

Key Skills & Competencies:
  • Service Desk Operations & Team Leadership
  • ITIL Service Management
  • Incident, Problem & Change Management
  • ServiceNow, Freshservice, Jira Service Management, or other ITSM Platform Administration
  • Knowledge Management & End-User Self-Service
  • Microsoft 365 Administration & Support
  • Microsoft Entra ID, Microsoft Intune, Windows & Active Directory
  • Microsoft Power Automate & Power Apps
  • IT Asset Management (ITAM) & Mobile Device Management (MDM)
  • Service Level, KPI, CSAT & Operational Reporting
  • Vendor Management, Escalation Management & Stakeholder Communication

Evapco's Summary of Pay & Benefits:
  • The salary range consists of base pay and most recent profit sharing bonus amounts
  • Medical, Vision, & Dental Insurance
  • Employee Stock Ownership Program - we are an employee-owned company
  • Profit Sharing Bonus - which is paid twice per year
  • (k)larity Plan - Voluntary Employee Retirement Savings Plan
  • Paid Holidays
  • Paid Vacation
  • Paid Maternity and Paternity Leave
  • Bereavement Pay
  • Company Paid Basic Life Insurance equivalent to base salary, with option for Supplemental Life election
  • Paid Sick Leave
  • Long Term Disability

Pay Range: $100,000 - $150,000 per year

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