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It Help Desk Manager Jobs in Silver Spring, MD (NOW HIRING)

IntelliDyne

IT Help Desk Manager

Herndon, VA

IT Help Desk Manager Location: Herndon, VA (100% Onsite) Clearance: Active Secret or higher Status: Exempt About This Role The IT Help Desk Manager is responsible for leading and supporting a team of ...

IntelliDyne

IT Help Desk Manager

Herndon, VA · On-site

IT Help Desk Manager Location: Herndon, VA (100% Onsite) Clearance: Active Secret or higher Status: Exempt About This Role The IT Help Desk Manager is responsible for leading and supporting a team of ...

ford agency

IT Help Desk Technician

Washington, DC · On-site

$51K - $82K/yr

The Ford Agency is actively recruiting for an IT Help Desk Technician for a top DC law firm. This ... Manage and resolve Tier 1 service desk request * Track and resolve service tickets in a timely ...

BTI

Help Desk Manager

Washington, DC · On-site

The Help Desk Manager will ensure contractor processes align with recognized IT service management best practices, including ITIL v4 and subsequent updates. The manager will also serve as the ...

New

AXIS Management Group, LLC

Be Seen First

IT Help Desk Technician

Arlington, VA · On-site

$58K - $70K/yr

We are seeking a Tier 2 IT Help Desk Technician to provide on-site technical support for a Federal ... Follow ITIL-based support processes for incident management, documentation, escalation, and service ...

Lender Service Provider LLC

IT Help Desk I

Fairfax, VA · On-site

$45K - $65K/yr

IT Help Desk I Merrifield, VA Description You are our competitive advantage. Our team of innovators ... Support and perform basic troubleshooting of Encompass, a mortgage management solution by Ellie Mae ...

CSA Global LLC

Help Desk Manager

Washington, DC · On-site

Manage onsite IT Help Desk operations serving 21 directorates within the Navy Secretariat. Oversee cross-trained IT personnel and stagger staff schedules to ensure continuous daily coverage from 6:00 ...

SiloSmashers

Help Desk Manager

Arlington, VA · On-site

Help Desk Manager This position is part of a proposal submission and is contingent upon contract ... Monitor metrics and implement improvements Minimum Requirements: * 8+ years of IT support ...

CSA Global LLC

Help Desk Manager

Washington, DC · Hybrid

Manage onsite IT Help Desk operations serving 21 directorates within the Navy Secretariat. Oversee cross-trained IT personnel and stagger staff schedules to ensure continuous daily coverage from 6:00 ...

SiloSmashers

Help Desk Manager

Arlington, VA · Hybrid

Help Desk Manager This position is part of a proposal submission and is contingent upon contract ... Monitor metrics and implement improvements Minimum Requirements: * 8+ years of IT support ...

E Logic

Help Desk Manager

Washington, DC · On-site

$50K/yr

E-logic is seeking a Help Desk Manager to lead an onsite IT customer service team supporting over 4,000 users across the the Deputy Under Secretary of the Navy (Management) - Information Technology ...

Integral

Help Desk Manager

Tysons, VA · On-site

$120K - $135K/yr

Bachelor's Degree with 5 years of experience in IT support * 2 years of support as a Help Desk Manager * ITIL v4 Certified * Secret Clearance Preferred: * Experience in implementing ITIL-based ...

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All JobsIt Help Desk JobsIt Help Desk Manager JobsIt Help Desk Manager Jobs in Silver Spring, MD

It Help Desk Manager information

See Silver Spring, MD salary details

$40.3K

$89.7K

$140.1K

How much do it help desk manager jobs pay per year?

As of Sep 4, 2026, the average yearly pay for it help desk manager in Silver Spring, MD is $89,659.00, according to ZipRecruiter salary data. Most workers in this role earn between $67,200.00 and $109,600.00 per year, depending on experience, location, and employer.

What does an IT Help Desk Manager do?

An IT Help Desk Manager oversees the daily operations of an organization's help desk team, ensuring that end-users receive timely and effective technical support. They are responsible for managing help desk staff, developing support procedures, and monitoring the resolution of IT issues to maintain high customer satisfaction. Additionally, they often analyze support trends, implement best practices, and coordinate with other IT departments to improve service delivery and system reliability.

What are the key skills and qualifications needed to thrive as an IT Help Desk Manager?

To thrive as an IT Help Desk Manager, you need a solid background in IT support, troubleshooting, and team leadership, often backed by a bachelor’s degree in IT or a related field. Familiarity with ticketing systems (such as ServiceNow or Jira), ITIL certification, and remote support tools is typically required. Strong communication, problem-solving, and conflict resolution skills help build trust and foster a productive support environment. These competencies are vital for ensuring high-quality technical assistance, efficient team management, and excellent user satisfaction.

How does an IT Help Desk Manager typically collaborate with other departments to improve service delivery?

IT Help Desk Managers frequently collaborate with departments such as HR, Operations, and Security to ensure efficient IT support across the organization. They coordinate with these teams to understand specific technology needs, address recurring issues, and implement process improvements. Regular cross-department meetings and feedback sessions are common, allowing the Help Desk Manager to tailor support resources, streamline ticket resolution workflows, and proactively address potential technology challenges. This collaborative approach not only enhances user satisfaction but also aligns IT services with overall business goals.

What is the difference between It Help Desk Manager vs It Support Specialist?

AspectIt Help Desk ManagerIt Support Specialist
CertificationsCompTIA A+, Network+, ITILCompTIA A+, Microsoft Certified
Work EnvironmentSupervises help desk team, manages support processesProvides technical support to end-users, troubleshoots issues
Employer & Industry UsageIT departments across industries, corporate help desksHelp desks, technical support centers, customer service roles

The main difference is that an It Help Desk Manager oversees the support team and manages support operations, while an It Support Specialist focuses on providing direct technical assistance to users. The manager role involves leadership and process management, whereas the specialist role is more hands-on troubleshooting.

What are the most commonly searched types of It Help Desk jobs in Silver Spring, MD?

The most popular types of It Help Desk jobs in Silver Spring, MD are:

What cities near Silver Spring, MD are hiring for It Help Desk Manager jobs?

Cities near Silver Spring, MD with the most It Help Desk Manager job openings:

It Help Desk Manager jobs near you
Infographic showing various It Help Desk Manager job openings in Silver Spring, MD as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 22% Part Time, and 4% Contract. Highlights an 85% Physical, 1% Hybrid, and 14% Remote job distribution, with an average salary of $89,659 per year, or $43.1 per hour.

IT Help Desk Manager

IntelliDyne Jobs for Veterans

Herndon, VA

Full-time

Posted 18 days ago

Job description

IT Help Desk Manager

Location: Herndon, VA (100% Onsite)

Clearance: Active Secret or higher

Status: Exempt

About This Role

The IT Help Desk Manager is responsible for leading and supporting a team of 10-15 Tier 1 help desk agents in a fast-paced service delivery environment. This position ensures high-quality customer service, timely incident resolution, and continuous improvement of help desk operations. The Manager oversees daily queue management, agent performance, training, and alignment with IT service management (ITSM) standards.

 

Responsibilities

Team Leadership & Supervision

  • Manage, mentor, and develop a team of 10-15 Tier 1 agents, promoting a positive and productive work environment.
  • Schedule staff to ensure appropriate coverage across operating hours.
  • Conduct regular one-on-ones, team meetings, and performance evaluations.
  • Provide coaching, remedial training, and escalation support as needed.

Operational Management

  • Oversee Tier 1 ticket queues to ensure SLAs and KPIs are consistently met or exceeded.
  • Monitor ticket volume, trends, and service quality to identify operational improvements.
  • Ensure proper documentation, categorization, and prioritization of all incidents and requests.
  • Coordinate escalations to Tier 2/3 teams following established workflows.

Customer Service & Quality Assurance

  • Maintain a customer-first culture across the help desk.
  • Handle complex or escalated customer issues with professionalism and urgency.
  • Review ticket quality and customer satisfaction results, implementing process improvements where needed.

Training & Development

  • Onboard new team members and provide ongoing training in tools, processes, and customer service best practices.
  • Maintain up-to-date knowledge base articles, scripts, and troubleshooting guides.
  • Identify skill gaps and develop targeted training plans.

Reporting & Continuous Improvement

  • Generate regular performance reports on KPIs (first-call resolution, SLA compliance, CSAT scores, etc.).
  • Participate in ITSM process improvement initiatives and cross-team coordination efforts.
  • Recommend changes to improve service delivery, workflows, and technical proficiency across the team.

 

Required Qualifications

  • 5-10 years of experience in an IT support environment, with at least 1-2 years in a supervisory or lead role.
  • Strong understanding of Tier 1 support operations, troubleshooting techniques, and IT service workflows.
  • Experience with ITSM ticketing systems (e.g., ServiceNow, Cherwell, Jira Service Management, Remedy).
  • Excellent interpersonal, communication, and conflict-management skills.
  • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
  • Ability to analyze metrics and drive performance improvements.
  • Working knowledge of Windows operating systems, Office 365, basic networking, and common enterprise applications.
  • Active Secret clearance or higher.
  • HDI Certification (e.g., Support Center Manager or Desktop Support Manager)

 

Preferred Qualifications

  • ITIL Foundation certification.
  • MCP, MCSA or MCSE certifications.
  • Experience supporting enterprise or government environments.
  • Knowledge of SLA management and service desk best practices.
  • Experience leading teams of 10+ employees in a high-volume support environment.

About Us

IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.

For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715.

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