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Incident Problem Manager Jobs in Maryland (NOW HIRING)

Evapco

IT Service Desk Manager

Taneytown, MD · On-site

$100K - $150K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Manage incident, problem, and change management lifecycles in alignment with ITIL best practices * Coordinate escalations, major incident response, stakeholder communications, and post-incident ...

Evapco

IT Service Desk Manager

Taneytown, MD · On-site

$100K - $150K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Manage incident, problem, and change management lifecycles in alignment with ITIL best practices * Coordinate escalations, major incident response, stakeholder communications, and post-incident ...

Apex Informatics

DevOps Engineer

Owings Mills, MD · On-site

$50.75 - $69.50/hr

... with Incident & Problem management Experience in using Git based DevOps processes Develop training and documentation materials Required Technical Expertise Experience in container orchestration ...

GDIT

Deputy Program Manager

College Park, MD · Hybrid

$121K - $163K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Experience with performance reporting, incident/problem management, dashboards, and operational metrics. * Ability to communicate effectively with scientists, engineers, and government stakeholders.

New

GDIT

Deputy Program Manager

Gaithersburg, MD · Hybrid

$121K - $163K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Experience with performance reporting, incident/problem management, dashboards, and operational metrics. * Ability to communicate effectively with scientists, engineers, and government stakeholders.

New

Peraton Labs

Senior HPC DevOps Engineer

College Park, MD · On-site

$128K - $165K/yr

... Incident/problem management: Automate responses to common incidents (hung nodes, storage performance alarms, image vulnerabilities, hardware failures) leveraging out-of-band hardware management ...

GDIT

Scientific IT Service Desk Manager

Bethesda, MD

$97K - $132K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Implement and maintain IT service management processes (incident, problem, change, configuration) using tools such as ServiceNow. * Coordinate with researchers, clinicians, IT engineering teams ...

GDIT

Scientific IT Service Desk Manager

Bethesda, MD

$131K - $178K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Implement and maintain IT service management processes (incident, problem, change, configuration) using tools such as ServiceNow. * Coordinate with researchers, clinicians, IT engineering teams ...

GDIT

Deputy Program Manager

Silver Spring, MD · Hybrid

$121K - $163K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Experience with performance reporting, incident/problem management, dashboards, and operational metrics. * Ability to communicate effectively with scientists, engineers, and government stakeholders.

Leidos

ITSM Administrator

Suitland, MD · On-site

$73K - $132K/yr

In this role, you will manage the health and performance of the ITSM environment while supporting critical ITIL processes, including Incident, Problem, Change, Request, and Asset Management. You will ...

PDS Tech Commercial

Tech Support - Incident Manager

Annapolis, MD · On-site

$34.66/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Strong analytical, troubleshooting, and problem-solving skills. * Excellent written and verbal ... Experience with incident management tools and processes. * Familiarity with network monitoring ...

New

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Incident Problem Manager information

How does an Incident Problem Manager typically collaborate with technical and non-technical teams during major incidents?

Incident Problem Managers play a critical role in bridging communication between technical teams (like IT support, network engineers, or developers) and non-technical stakeholders (such as business unit leaders or customer service). During major incidents, they coordinate response efforts, facilitate status updates, and ensure all parties are aligned on next steps and remediation plans. Effective collaboration involves translating complex technical issues into clear, actionable information for non-technical audiences, managing expectations, and driving post-incident reviews to prevent recurrence. This cross-functional coordination is essential for minimizing business impact and ensuring swift resolution.

What is the difference between Incident Problem Manager vs Incident Coordinator?

AspectIncident Problem ManagerIncident Coordinator
Primary RoleManages the lifecycle of incidents and problems to minimize impact and prevent recurrenceCoordinates incident response activities, ensuring timely resolution and communication
CertificationsITIL Foundation, Problem Management certificationsITIL Foundation, Incident Management certifications
Work EnvironmentTypically in IT service management teams, focusing on problem analysisOperational teams, focusing on incident handling and communication

While both roles are involved in incident management, the Incident Problem Manager focuses on identifying root causes and preventing future issues, whereas the Incident Coordinator handles day-to-day incident response and communication. Both roles are essential for effective IT service delivery but differ in scope and responsibilities.

What does an Incident Problem Manager do?

An Incident Problem Manager is responsible for overseeing the process of identifying, investigating, and resolving incidents and underlying problems within an organization's IT systems. They work to minimize the impact of disruptions, coordinate responses to incidents, and analyze root causes to prevent future occurrences. This role often involves collaborating with technical teams, managing communication with stakeholders, and ensuring that procedures are followed according to IT service management frameworks like ITIL. Their goal is to improve IT service reliability and reduce downtime for the business.

What are the key skills and qualifications needed to thrive as an Incident Problem Manager, and why are they important?

To thrive as an Incident Problem Manager, you need strong analytical skills, IT service management knowledge, and experience with incident and problem resolution processes, often supported by ITIL certification. Familiarity with ITSM tools like ServiceNow, Jira Service Management, or BMC Remedy is typically required. Exceptional communication, leadership, and critical thinking abilities enable effective coordination and root-cause analysis across teams. These skills are crucial to minimizing downtime, ensuring service continuity, and driving long-term improvements in IT operations.

What are popular job titles related to Incident Problem Manager jobs in Maryland?

For Incident Problem Manager jobs in Maryland, the most frequently searched job titles are:

What job categories do people searching Incident Problem Manager jobs in Maryland look for?

The top searched job categories for Incident Problem Manager jobs in Maryland are:

What cities in Maryland are hiring for Incident Problem Manager jobs?

Cities in Maryland with the most Incident Problem Manager job openings:

Incident Problem Manager jobs near you
Infographic showing various Incident Problem Manager job openings in Maryland as of August 2026, with employment types broken down into 1% As Needed, 78% Full Time, 20% Part Time, and 1% Contract. Highlights an 93% Physical, 3% Hybrid, and 4% Remote job distribution.

IT Service Desk Manager

Evapco

Taneytown, MD • On-site

$100K - $150K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 10 days ago

EVAPCO rating

8.7

Company rating: 8.7 out of 10

Based on 19 frontline employees who took The Breakroom Quiz

56th of 489 rated machine equipment manufacturers

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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