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Information Technology Service Desk Manager Jobs in Delaware

Courser

IT Support Services II-Help Desk

Wilmington, DE · On-site

... IT Support Services II-Help Desk to join our dynamic IT team. The ideal candidate will have ... service and ensuring a positive user experience. * Assist in the administration and management of ...

Courser

IT Support Services II-Help Desk

Wilmington, DE · On-site

... IT Support Services II-Help Desk to join our dynamic IT team. The ideal candidate will have ... service and ensuring a positive user experience. * Assist in the administration and management of ...

Atlantic Sands

Front Desk Manager

Rehoboth Beach, DE · On-site

$16.50 - $21.25/hr

This position is responsible for overseeing guest services, managing front desk staff, and maintaining high standards of customer satisfaction. The manager will coordinate daily activities related to ...

Winner Automotive Group

IT SUPPORT SPECIALIST

Dover, DE · On-site

$20 - $25/hr

... managers to minimize disruption Detect, diagnose, and resolve desktop and laptop hardware/software issues Analyze IT service requests and provide prompt, effective solutions Conduct IT audits as ...

Transitions Group

Coordination Engineer

Wilmington, DE · On-site

Qualifications * 1+ years of experience in a Help Desk, Service Desk, IT Support, Dispatch, Service Coordination, or customer service role. * Demonstrated ability to manage multiple priorities and ...

Boscov's

Customer Service Desk Associate - FT

Wilmington, DE · On-site

$14 - $19.50/hr

... accurate information, and promote products through point of successful sale. You will be ... Ability and desire to work well with the public, management and coworkers. * Communication; verbal ...

Boscov's

Customer Service Desk Associate - FT

Wilmington, DE · On-site

$14 - $19.50/hr

... accurate information, and promote products through point of successful sale. You will be ... Ability and desire to work well with the public, management and coworkers. * Communication; verbal ...

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Information Technology Service Desk Manager information

See Delaware salary details

$36.5K

$94.6K

$157.1K

How much do information technology service desk manager jobs pay per year?

As of Sep 12, 2026, the average yearly pay for information technology service desk manager in Delaware is $94,600.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,100.00 and $112,600.00 per year, depending on experience, location, and employer.

What does an Information Technology Service Desk Manager do?

An Information Technology (IT) Service Desk Manager oversees the day-to-day operations of the IT service desk team, ensuring users receive timely and effective technical support. They manage staff, set service standards, develop processes, and monitor performance metrics to resolve incidents and service requests efficiently. Additionally, they often collaborate with other IT departments to improve overall service delivery and implement best practices, while focusing on customer satisfaction and continuous improvement.

What are some typical challenges faced by an Information Technology Service Desk Manager, and how can they be addressed?

Information Technology Service Desk Managers often encounter challenges such as managing high ticket volumes, ensuring timely incident resolution, and maintaining team morale under pressure. Balancing resource allocation and developing efficient workflows are key to overcoming these challenges. Building strong communication channels within the team and with other departments, investing in ongoing training, and leveraging IT service management tools can help streamline operations and improve service quality.

What are the key skills and qualifications needed to thrive as an Information Technology Service Desk Manager, and why are they important?

To thrive as an Information Technology Service Desk Manager, you need a solid understanding of IT support processes, incident management, and a background in computer science or information technology, often supported by relevant experience or a bachelor's degree. Familiarity with IT Service Management (ITSM) tools like ServiceNow or Jira, and certifications such as ITIL, are typically required. Strong leadership, communication, and problem-solving skills are essential for managing teams and ensuring high-quality customer service. These skills enable efficient IT operations, drive continuous improvement, and ensure customer satisfaction within the organization.

What is the difference between Information Technology Service Desk Manager vs Help Desk Supervisor?

AspectInformation Technology Service Desk ManagerHelp Desk Supervisor
CertificationsITIL, CompTIA A+, HDI-Support Center ManagerCompTIA A+, HDI-Support Center Supervisor
Work EnvironmentOversees multiple support teams, manages escalations, strategic planningSupervises daily help desk operations, manages support staff, handles tickets
Employer & IndustryIT service providers, large corporations, tech companiesIT departments, customer support centers, tech firms

The main difference is that the Information Technology Service Desk Manager focuses on strategic oversight, team management, and process improvement, while the Help Desk Supervisor handles daily support operations and ticket resolution. The manager role involves higher-level planning and coordination, whereas the supervisor role is more hands-on with support staff and customer issues.

What cities in Delaware are hiring for Information Technology Service Desk Manager jobs?

Cities in Delaware with the most Information Technology Service Desk Manager job openings:

Service Desk Lead

Dover, DE • On-site

ASM Research, An Accenture Federal Services Company
See more jobs at ASM Research, An Accenture Federal Services Companyexternal

Other

Re-posted 21 days ago

Job description

The Service Desk Lead provides supervisory and operational leadership for the company’s service desk functions. This role manages weekly day-to-day service desk operations, leads shift teams, ensures quality service delivery, and serves as the primary escalation point for service desk issues. The Lead works closely with the Service Desk Manager on process improvements and strategic initiatives while maintaining focus on customer satisfaction and operational excellence.

Key Responsibilities

  • Provide operational leadership and supervision of service desk operations

  • Manage service desk shift operations and team coordination

  • Serve as primary escalation point for service desk issues

  • Monitor and ensure adherence to SLAs and quality standards

  • Provide technical guidance and troubleshooting support

  • Conduct service desk quality assurance reviews

  • Train and mentor service desk personnel

  • Generate shift reports and performance metrics

Required Qualifications

  • Bachelor's degree in IT, Business Administration, or related field

  • 6+ years of experience in service desk operations

  • Minimum 2 years of supervisory or lead experience

  • Strong understanding of ITIL principles and processes

  • Proficiency with service desk and ITSM platforms

  • Excellent problem-solving and technical troubleshooting skills

  • Strong leadership and communication abilities

  • Ability to manage multiple priorities in fast-paced environment

Job Specific Skills

  • Service Desk Operations Leadership

  • ITIL & IT Service Management Processes

  • Technical Troubleshooting & Escalation Management

  • Team Supervision & Mentoring

  • Shift Operations & Quality Control

Preferred Skills

  • ITIL Foundation certification

  • ServiceNow platform expertise

  • Federal IT operations experience

  • Multi-site service desk coordination

  • Performance metrics and reporting

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$84,900 - 154,500

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

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