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Helpdesk Manager Jobs in Riva, MD (NOW HIRING)

Doyon Limited

Helpdesk Manager

Washington, DC · On-site

The Helpdesk Manager position is responsible for delivering our IT managed services to a client account with the support of a cross-functional team. Although technical capabilities are necessary ...

Doyon, Limited

Helpdesk Manager

Washington, DC · On-site

Doyon, Limited is seeking a Helpdesk Manager to oversee the helpdesk operations and ensure high-quality customer service. The role involves managing a team of helpdesk engineers, overseeing client ...

Doyon Limited

Helpdesk Manager

Washington, DC · On-site

The Helpdesk Manager position is responsible for delivering our IT managed services to a client account with the support of a cross-functional team. Although technical capabilities are necessary ...

Alpha Omega Integration

Help Desk Manager

Washington, DC

$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 ...

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 ...

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 · On-site

$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 · 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 ...

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 ...

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 ...

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 ...

Infojini Inc

Helpdesk Support

Washington, DC · On-site

$23.25 - $31.75/hr

Helpdesk Analyst (1st Shift) Duration: 12+ months Location: Washington, DC The candidate should demonstrate strong technical knowledge and experience with Microsoft Outlook 2010, Office 2010 ...

Maximus

Helpdesk Shift Supervisor

Annapolis, MD · On-site

As Helpdesk Shift Supervisor, you will be responsible for providing technical support to our users ... Duties include coaching, approving timesheets, managing workstreams and workloads, and ensuring ...

Maximus

Helpdesk Shift Supervisor

Annapolis, MD · On-site

As Helpdesk Shift Supervisor, you will be responsible for providing technical support to our users ... Duties include coaching, approving timesheets, managing workstreams and workloads, and ensuring ...

Maximus

Helpdesk Shift Supervisor

Annapolis, MD · On-site

Duties include coaching, approving timesheets, managing workstreams and workloads, and ensuring ... in Helpdesk/ ServiceDesk/ Call Center OR equivalent experience in customer service. - Candidates ...

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All JobsHelpdesk JobsHelpdesk Manager JobsHelpdesk Manager Jobs in Riva, MD

Helpdesk Manager information

See Riva, MD salary details

$36.2K

$80.9K

$120.3K

How much do helpdesk manager jobs pay per year?

As of Aug 10, 2026, the average yearly pay for helpdesk manager in Riva, MD is $80,945.00, according to ZipRecruiter salary data. Most workers in this role earn between $63,800.00 and $96,600.00 per year, depending on experience, location, and employer.

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 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 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 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 cities near Riva, MD are hiring for Helpdesk Manager jobs? Cities near Riva, MD with the most Helpdesk Manager job openings:
Helpdesk Manager jobs near you
Infographic showing various Helpdesk Manager job openings in Riva, MD as of August 2026, with employment types broken down into 87% Full Time, 11% Part Time, and 2% Contract. Highlights an 86% Physical, 2% Hybrid, and 12% Remote job distribution, with an average salary of $80,945 per year, or $38.9 per hour.

Helpdesk Manager

Doyon Limited, Doyon Drilling, Inc

Washington, DC • On-site

Full-time

Re-posted 2 days ago

Job description

Overview
JOB SUMMARY: The Helpdesk Manager position is responsible for delivering our IT managed services to a client account with the support of a cross-functional team. Although technical capabilities are necessary, this role is primarily responsible for managing helpdesk staff, operations and customer relations.
Responsibilities
ESSENTIAL FUNCTIONS:
Operations Management
  • Ensure helpdesk policy & procedures are well documented and adhered to on a daily and weekly basis.
  • Identify procedural gaps and work with internal and client stakeholders to establish or amend existing operational procedures.
  • Oversee the client organization's equipment procurement and management, including workstations, mobile devices, and other helpdesk related equipment.
  • Oversee client staff onboarding and offboarding procedures to ensure accuracy of Active Directory .
  • Oversee vendor management for services related to the helpdesk.
  • Track service renewal dates to ensure contracts and billing are escalated to management.
  • Oversee virtual and on-premise audio visual management for the organization. Coordinate with clients and helpdesk staff to ensure meeting and event technology requests are met and exceeded.

Team Management
  • Lead a team of 4 helpdesk engineers on a daily basis.
  • Manage support ticket triage, ensuring SLAs are met and exceeded.
  • Directly assist with tickets during high volume.
  • Oversee ticket metrics, identify patterns, and make improvements based on data and staff feedback.
  • Schedule team resources to meet client obligations in a timely and effective manner.
  • Motivate individual and team growth and performance.
  • Participate in relevant review meetings for team members (e.g. performance).

Customer Service
  • Act as the point of contact for client concerns and escalate issues related to tickets appropriately.
  • Identify and promote opportunities to improve our processes and service delivery.
  • Schedule client maintenance periods and downtime with the client and designDATA.
  • Act as Incident Manager for issues affecting clients during regular business hours.
  • Participate in the On-Call Operations Manager rotation to for after-hours incidents.

Project Management
  • Research new technologies & services to solve technical or operational challenges. Assess their viability and make recommendations for potential implementation.
  • Manage project delivery for client accounts with the support of internal technical resources.
  • Meet with vendors subject matter experts and resource managers to plan and staff projects.
  • Manage project teams throughout project duration to ensure timely and successful completion.
  • Keep clients informed, manage their expectations, and drive delivery of their dependencies.
  • Keep our leadership team informed of project status, including new risks and needs.

Qualifications
CERTIFICATIONS:
  • Attain CompTIA Project+ or other approved Project Management certification within 9 months of moving into this role.

KNOWLEDGE, SKILLS & ABILITIES:
  • Bachelor's degree preferably in information technology management or related field.
  • 4+ years of progressive IT experience.
  • IT management and/or supervisory experience desired but not required.
  • Proven track record managing a diverse technology group in a fast-paced and customer-focused team environment.
  • Outstanding ability to work both independently and within a team environment.
  • Outstanding communications and customer relations skills.
  • Excellent documentation management skills.
  • Strong and diverse technical skills with a willingness to be hands' on as needed.
  • Proven ability to communicate with both end users and executives.
  • Willingness to go "above and beyond" to exceed customer expectations.
  • Effective client-facing interpersonal skills; comfortable and effective at acting as a liaison between multiple technology groups.
  • Tailors communication appropriately within the team, the company, and clients.
  • Exceptional analytical and problem-solving skills.
  • Works well under stress, pressure, and deadlines.
  • Thrives on working well with clients and provides exceptional service
  • Well-organized, self-directed team player.
  • High level of proficiency with Microsoft & Google software, and a desire to learn about cloud and computer networks.
  • Certifications (desired but not required): Microsoft, Google Workspace, ISC2, and CompTIA, ITIL certifications.

WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities. Some travel will be required a few times a year to various hotels throughout USA and Canada.
REASONABLE ACCOMODATION: It is design DATA, Inc.'s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.
PAY TRANSPARENCY STATEMENT: design Data, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor's legal duty to furnish information.
We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.
We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (781) 312-8005.
If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at hr@doyontechgroup.com.

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