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It Service Desk Manager Jobs (NOW HIRING)

Evapco

IT Service Desk Manager

Taneytown, MD · On-site

$100K - $150K/yr

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 ...

APGFCU

Manager, Service Desk

Edgewood, MD · On-site +1

Manage day-to-day operations of IT service desk including ticket assignment, escalation and resolution * Develop, implement and maintain Key Performance Indicators (KPIs) and Service Level Agreements ...

IntelliDyne

IT Help Desk Manager

Herndon, VA · On-site

IT Help Desk Manager Location: Herndon, VA (100% Onsite) Clearance: Active Secret or higher Status ... This position ensures high-quality customer service, timely incident resolution, and continuous ...

The High Companies

IT Service Desk Lead

Lancaster, PA · On-site

Must have experience with IT service management processes. * Must have experience with technical configuration and operation of service desk and IT asset management platforms. * Must have experience ...

GDIT

Service Desk Manager

Washington, DC

$110K - $149K/yr

As a Service Desk Manager, you are a central leader in our executive IT support mission and the driving force behind high-quality service delivery across multiple customer locations nationwide. At ...

Bloom Healthcare

IT Service Desk Lead

Lakewood, CO · On-site

$75K - $100K/yr

This role is responsible for managing day-to-day IT service desk operations, supporting employees across hardware and software issues, administering Microsoft 365, coordinating with external ...

Peraton

Service Desk Manager

Washington, DC · On-site

$112K - $179K/yr

Manage daily operations of the enterprise IT Service Desk supporting 4,000+ users across headquarters and geographically-distributed remote locations. * Supervise, mentor, and lead a team of Service ...

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It Service Desk Manager information

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$36.5K

$94.5K

$157K

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

As of Aug 29, 2026, the average yearly pay for it service desk manager in the United States is $94,518.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,000.00 and $112,500.00 per year, depending on experience, location, and employer.

What does an IT Service Desk Manager do?

An IT Service Desk Manager oversees the daily operations of an organization's IT service desk team. They are responsible for ensuring that user issues and requests are addressed promptly and effectively, managing support staff, implementing service improvements, and maintaining high levels of customer satisfaction. Additionally, they monitor performance metrics, develop support processes, and coordinate with other IT departments to resolve technical problems efficiently. Their goal is to ensure seamless IT support and contribute to overall business productivity.

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

To thrive as an IT Service Desk Manager, you need expertise in IT support processes, incident management, and a solid understanding of ITIL frameworks, often backed by a relevant bachelor’s degree and ITIL certification. Familiarity with ticketing systems like ServiceNow or Jira, remote support tools, and reporting platforms is typically required. Exceptional leadership, problem-solving, and communication skills help you manage teams and coordinate effectively with both technical staff and end users. These skills and qualities are crucial for optimizing service delivery, ensuring high user satisfaction, and driving continuous improvement in IT support environments.

What are some common challenges faced by IT Service Desk Managers, and how can they be addressed?

IT Service Desk Managers often encounter challenges such as managing high ticket volumes, ensuring consistent service quality across the team, and staying updated with rapidly evolving technology. Addressing these challenges involves implementing robust ticketing systems, setting clear performance metrics, and providing ongoing training for staff. Additionally, fostering open communication and collaboration with other IT departments helps ensure that issues are resolved efficiently and service expectations are met.

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

AspectIt Service Desk ManagerIt Support Specialist
CertificationsITIL, HDI, CompTIA A+CompTIA A+, HDI, Microsoft Certified
Work EnvironmentTeam leadership, strategic planning, overseeing support teamsProviding technical support, troubleshooting, user assistance
Employer & Industry UsageIT departments across industries, corporate environmentsHelp desks, technical support centers, internal IT teams

The main difference is that an It Service Desk Manager oversees support teams and manages service delivery, while an It Support Specialist focuses on providing direct technical assistance to users. The manager handles strategic planning and team coordination, whereas the specialist handles day-to-day troubleshooting and user support.

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It Service Desk Manager jobs near you
Infographic showing various It Service Desk Manager job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 17% Part Time, and 3% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution, with an average salary of $94,518 per year, or $45.4 per hour.

IT Service Desk Manager

Taneytown, MD • On-site

Evapco

8.7

Company rating: 8.7 out of 10

Based on 19 frontline employees who took The Breakroom Quiz

57th of 495 rated machine equipment manufacturers

Good employer

Paid breaks

Recommended by parents

Learn more about Evapcoexternal

$100K - $150K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 24 days ago

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 amp; 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 amp; 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 amp; 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 amp; 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 amp; 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 amp; 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 amp; 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 amp; 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 amp; Competencies:
  • Service Desk Operations amp; Team Leadership
  • ITIL Service Management
  • Incident, Problem amp; Change Management
  • ServiceNow, Freshservice, Jira Service Management, or other ITSM Platform Administration
  • Knowledge Management amp; End-User Self-Service
  • Microsoft 365 Administration amp; Support
  • Microsoft Entra ID, Microsoft Intune, Windows amp; Active Directory
  • Microsoft Power Automate amp; Power Apps
  • IT Asset Management (ITAM) amp; Mobile Device Management (MDM)
  • Service Level, KPI, CSAT amp; Operational Reporting
  • Vendor Management, Escalation Management amp; Stakeholder Communication
Evapco’s Summary of Pay amp; Benefits:
  • The salary range consists of base pay and most recent profit sharing bonus amounts
  • Medical, Vision, amp; 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

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