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It Service Operations Manager Jobs in Maryland (NOW HIRING)

Evapco

IT Service Desk Manager

Taneytown, MD · On-site

$100K - $150K/yr

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 ...

Evapco

IT Service Desk Manager

Taneytown, MD · On-site

$100K - $150K/yr

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 ...

OBXtek

IT Service Support Engineer

Frederick, MD · On-site

... management services to the federal government. As the prime contractor on over 85% of its work ... Basic understanding of printer server, file server, and Active Directory operations.* Basic ...

OBXtek

IT Service Support Engineer

Frederick, MD · On-site

... management services to the federal government. As the prime contractor on over 85% of its work ... Basic understanding of printer server, file server, and Active Directory operations.* Basic ...

GDIT

IT Service Desk Agent

Bethesda, MD · Hybrid

$30.44 - $41.18/hr

SCA Job Qualifications: Skills: IT Service Desk, Phone Support, ServiceNow Ticketing System ... Mobile Device Management Support * ITIL Certification * HDI Certification Security Clearance ...

RecruitTalent LLC.

IT Consultant

Leonardtown, MD · On-site

$60 - $70/hr

... , data, and infrastructure from security threats. It ensures alignment of cybersecurity measures ... Data Center - Focuses on the management, operation, and optimization of physical and virtual data ...

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All JobsIt Service Operations JobsIt Service Operations Manager JobsIt Service Operations Manager Jobs in Maryland

It Service Operations Manager information

See Maryland salary details

$34.5K

$76.3K

$127.1K

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

As of Sep 2, 2026, the average yearly pay for it service operations manager in Maryland is $76,329.00, according to ZipRecruiter salary data. Most workers in this role earn between $58,200.00 and $92,700.00 per year, depending on experience, location, and employer.

What is the difference between It Service Operations Manager vs It Service Desk Manager?

AspectIt Service Operations ManagerIt Service Desk Manager
Primary FocusOversees overall IT service delivery, processes, and strategic improvementsManages the IT service desk team, handles user issues, and ensures ticket resolution
ResponsibilitiesService management, process optimization, vendor relations, and performance metricsStaff management, incident handling, customer communication, and ticket prioritization
CertificationsITIL, PMP, or similar certifications often preferredITIL, HDI certifications common
Work EnvironmentStrategic, cross-departmental, often in larger organizationsOperational, team-focused, in help desk or support centers

The It Service Operations Manager focuses on strategic service delivery and process improvement across the organization, while the It Service Desk Manager concentrates on managing the support team and resolving user issues. Both roles require ITIL knowledge and relevant certifications, but their scope and daily tasks differ significantly.

What does an IT Service Operations Manager do?

An IT Service Operations Manager oversees the delivery and management of IT services within an organization, ensuring systems run efficiently and meet business needs. They coordinate teams, implement processes based on frameworks like ITIL, and monitor service performance to maintain high availability and security. Strong leadership, problem-solving skills, and familiarity with IT management tools are essential for this role.

What is the role of an IT Service Operations Manager?

An IT Service Operations Manager oversees the delivery and management of IT services within an organization, ensuring systems run efficiently and meet business needs. They coordinate teams, implement processes based on frameworks like ITIL, and monitor service performance to maintain high availability and quality. Strong leadership, problem-solving skills, and familiarity with IT service management tools are essential for this role.

What are popular job titles related to It Service Operations Manager jobs in Maryland?

For It Service Operations Manager jobs in Maryland, the most frequently searched job titles are:

What job categories do people searching It Service Operations Manager jobs in Maryland look for?

The top searched job categories for It Service Operations Manager jobs in Maryland are:

It Service Operations Manager jobs near you
Infographic showing various It Service Operations Manager job openings in Maryland as of August 2026, with employment types broken down into 1% As Needed, 82% Full Time, 15% Part Time, and 2% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $76,329 per year, or $36.7 per hour.

IT Service Desk Manager

Evapco

Taneytown, MD • On-site

$100K - $150K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 28 days ago

EVAPCO rating

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

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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