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Helpdesk Manager Jobs in Laurel, MD (NOW HIRING)

Strativia

Helpdesk Manager

Washington, DC · On-site

The Helpdesk Manager provides overall leadership and operational oversight for enterprise helpdesk services supporting a federal client. This position is responsible for daily helpdesk operations ...

New

Strativia

Helpdesk Manager

Washington, DC · On-site

The Helpdesk Manager provides overall leadership and operational oversight for enterprise helpdesk services supporting a federal client. This position is responsible for daily helpdesk operations ...

New

AAC

Helpdesk Manager

Washington, DC · On-site

Managing Helpdesk staff and service desk coverage. Assigning and monitoring Helpdesk tickets. Providing reporting, quality assurance activities, and performance metrics through Zendesk reporting ...

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 ... Update helpdesk guide and SOPs and maintain server documentation library. * Ensure that systems and ...

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 ... Update helpdesk guide and SOPs and maintain server documentation library. * Ensure that systems and ...

New

ActioNet

Help Desk Manager Level I

Rosslyn, VA

$165K/yr

Helpdesk Manager - Level I Location: Rosslyn, VA Clearance: Secret The Help Desk Manager Level I is an entry-level management professional responsible for overseeing the daily operations of a help ...

ActioNet

Help Desk Manager Level I

Rosslyn, VA

Helpdesk Manager - Level I Location: Rosslyn, VA Clearance: Secret The Help Desk Manager Level I is an entry-level management professional responsible for overseeing the daily operations of a help ...

ActioNet, Inc.

Help Desk Manager Level I

Rosslyn, VA · On-site

$165K/yr

Helpdesk Manager - Level I Location: Rosslyn, VA Clearance: Secret The Help Desk Manager Level I is an entry-level management professional responsible for overseeing the daily operations of a help ...

ActioNet

Help Desk Manager Level I

Rosslyn, VA

$165K/yr

Helpdesk Manager - Level I Location: Rosslyn, VA Clearance: Secret The Help Desk Manager Level I is an entry-level management professional responsible for overseeing the daily operations of a help ...

USM

Helpdesk Analyst

Baltimore, MD

$20.25 - $27.75/hr

... M counselling, Product Engineering, Business Intelligence, Data Management, SOA, BPM, Data ... Helpdesk Analyst Location: Baltimore, MD, 21117 Duration: 1+ year * Prefer Tier 1 Help Desk ...

Comtech, LLC

Helpdesk Support

Washington, DC

$22.75 - $30.50/hr

We offer IT solutions across the disciplines of program/project management, applications ... Job Title: Sr Helpdesk Location: Washington, DC * Receive customer IT service requests via ...

Everwatch

Helpdesk Technician

Annapolis Junction, MD

$55.38 - $75.97/hr

You'll help clients overcome tough challenges through monitoring and performance management. Your knowledge will be vital as you identify problem areas and opportunities for improvement in a mission ...

Everwatch

Helpdesk Technician

Annapolis Junction, MD · On-site

$55.38 - $75.97/hr

You'll help clients overcome tough challenges through monitoring and performance management. Your knowledge will be vital as you identify problem areas and opportunities for improvement in a mission ...

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All JobsHelpdesk JobsHelpdesk Manager JobsHelpdesk Manager Jobs in Laurel, MD

Helpdesk Manager information

See Laurel, MD salary details

$37.2K

$83.1K

$123.4K

How much do helpdesk manager jobs pay per year?

As of Sep 2, 2026, the average yearly pay for helpdesk 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 helpdesk manager do?

A Helpdesk Manager oversees the daily operations of an organization's IT helpdesk or support team. They are responsible for managing staff, setting service level expectations, resolving escalated issues, and ensuring that users receive timely and effective technical support. Additionally, Helpdesk Managers often analyze support trends, implement process improvements, and coordinate with other IT departments to enhance overall service quality. Their goal is to maintain high customer satisfaction and efficient IT support operations.

What are the key skills and qualifications needed to thrive as a helpdesk manager?

To thrive as a Helpdesk Manager, you need strong IT knowledge, experience in technical support, and typically a bachelor's degree in information technology or a related field. Familiarity with helpdesk ticketing systems (e.g., ServiceNow, Zendesk), ITIL certification, and remote support tools is common in this role. Excellent leadership, problem-solving, and communication skills help you effectively manage teams and customer interactions. These competencies ensure efficient IT support operations, high customer satisfaction, and timely resolution of technical issues.

What are some common challenges faced by helpdesk managers, and how can they be addressed?

Helpdesk Managers often face challenges such as managing high ticket volumes, ensuring timely resolution of issues, and maintaining team morale during peak periods. Effective strategies include implementing robust ticketing systems, setting clear performance metrics, and providing ongoing training to staff. Additionally, fostering open communication and regularly recognizing team achievements can help build a supportive work environment that improves both employee satisfaction and customer service quality.

What is the difference between Helpdesk Manager vs IT Support Specialist?

AspectHelpdesk ManagerIT Support Specialist
Required CredentialsBachelor's degree in IT or related field, certifications like HDI Support Center ManagerAssociate's or Bachelor's degree, certifications like CompTIA A+
Work EnvironmentOversees helpdesk teams, manages support processesProvides technical support directly to users
Employer & Industry UsageCommon in large organizations, IT departmentsFound in various industries, including corporate, healthcare, education

The Helpdesk Manager focuses on leading support teams and managing support operations, while the IT Support Specialist provides direct technical assistance to users. Both roles require technical knowledge, but the manager role emphasizes leadership and process management.

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

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

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

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

Helpdesk Manager jobs near you
Infographic showing various Helpdesk Manager job openings in Laurel, MD as of August 2026, with employment types broken down into 85% Full Time, 14% Part Time, and 1% Contract. Highlights an 79% Physical, 3% Hybrid, and 18% Remote job distribution, with an average salary of $83,066 per year, or $39.9 per hour.

Helpdesk Manager

Strativia

Washington, DC • On-site

Full-time

Posted 3 days ago

New

Job description

Purpose:
The Helpdesk Manager provides overall leadership and operational oversight for enterprise helpdesk services supporting a federal client. This position is responsible for daily helpdesk operations, staffing, quality control, customer satisfaction, service-level performance, reporting, escalation management, and compliance with contractual requirements.
Responsibilities:
  • Oversee daily helpdesk operations and service delivery.
  • Serve as a primary interface with Government stakeholders.
  • Manage staffing, workload, performance, and quality-control activities.
  • Ensure compliance with contractual service-level requirements and quality standards.
  • Develop and maintain the Project Management Plan, Management/Staffing Plan, Quality Control Plan, transition plans, and related deliverables.
  • Prepare weekly and monthly operational reports.
  • Manage ticket escalations, after-hours support, and contingency procedures.
  • Monitor customer satisfaction and implement improvements when needed.
  • Track service metrics, KPIs, SLAs, and quality results.
  • Lead helpdesk staff and coordinate Tier 1, Tier 2, Tier 3, and other technical resources as required.
  • Support Zendesk reporting and ITSM performance monitoring.
  • Apply ITIL-based service-management practices.
  • Maintain strong communication with client leadership and technical stakeholders.

Qualifications:
  • Demonstrated experience managing a helpdesk, service desk, or comparable IT-support program.
  • Experience managing enterprise IT-support personnel and service delivery.
  • Experience with staffing, escalation management, quality control, reporting, and customer-service performance.
  • Experience developing management plans, staffing plans, transition plans, and quality-control documentation.
  • Familiarity with Zendesk or comparable ITSM platforms.
  • Knowledge of ITIL v4 service-management practices strongly preferred.
  • ITIL certification preferred.
  • PMP certification preferred.
  • Ability to successfully complete and maintain a Public Trust background investigation.

Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization.
Strativia is an Equal Opportunity Employer. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets

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