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Manager Help Desk Analyst Jobs in Baltimore, MD (NOW HIRING)

Dixon

Help Desk Support Specialist

Chestertown, MD · On-site

$45K - $65K/yr

Keep communication flowing by managing support team escalations and alert broadcasts. * Take charge ... Strong analytical skills with the ability to quickly diagnose and resolve technical puzzles.

Entarian

Help Desk Specialist

Silver Spring, MD · On-site

$25 - $28/hr

... analysis, and some reporting. This team is the primary point of contact for IT inquiries that may ... Limited Active Directory account management * Develop, institute, and maintain Standard Operating ...

Entarian

Help Desk Specialist

Silver Spring, MD

$25 - $28/hr

... analysis, and some reporting. This team is the primary point of contact for IT inquiries that may ... Limited Active Directory account management * Develop, institute, and maintain Standard Operating ...

kgs

Help Desk Technician

Silver Spring, MD · On-site

$20.75 - $28/hr

Support the Incident, Problem, and Request Management process leveraging the ITIL service framework ... Strong analytical and problem-solving skills * Able to function, adapt, and succeed in a constantly ...

New

Entarian

Help Desk Specialist

Silver Spring, MD · On-site

$25 - $28/hr

... analysis, and some reporting. This team is the primary point of contact for IT inquiries that may ... Limited Active Directory account management * Develop, institute, and maintain Standard Operating ...

Koniag, Inc.

Help Desk Technician

Silver Spring, MD · On-site

$31.25 - $35/hr

Support the Incident, Problem, and Request Management process leveraging the ITIL service framework ... Strong analytical and problem-solving skills * Able to function, adapt, and succeed in a constantly ...

New

kgs

Help Desk Technician

Silver Spring, MD · On-site

$20.75 - $28/hr

Support the Incident, Problem, and Request Management process leveraging the ITIL service framework ... Strong analytical and problem-solving skills * Able to function, adapt, and succeed in a constantly ...

New

Interclypse Inc.

Help Desk Specialist

Annapolis, MD · On-site

Perform other related duties as assigned by MDTA Division of Information Technology management ... help desk. * Demonstrated ability to communicate orally and in writing and to have a positive ...

Omniscius Consulting

Help Desk Tier 1

Annapolis Junction, MD · On-site

$22 - $29.75/hr

Help Desk Tier 1 - System Administrator Level 1 Our client is seeking a Help Desk Tier 1 / System ... Experience working with ServiceNow or another IT service management/ticketing platform. * Basic ...

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All JobsHelp Desk Analyst JobsManager Help Desk Analyst JobsManager Help Desk Analyst Jobs in Baltimore, MD

Manager Help Desk Analyst information

See Baltimore, MD salary details

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How much do manager help desk analyst jobs pay per hour?

As of Sep 7, 2026, the average hourly pay for manager help desk analyst in Baltimore, MD is $23.94, according to ZipRecruiter salary data. Most workers in this role earn between $19.57 and $26.73 per hour, depending on experience, location, and employer.

What does a manager help desk analyst do?

A Manager Help Desk Analyst oversees the help desk team responsible for providing technical support to users within an organization. Their duties include managing support ticket workflows, training and supervising help desk staff, analyzing support data to improve processes, and ensuring customer satisfaction. They also develop and implement policies, coordinate with other IT departments, and resolve complex or escalated technical issues. The role requires strong leadership, communication, and problem-solving skills.

What are some common challenges faced by a manager help desk analyst, and how can they effectively address them?

Manager Help Desk Analysts often encounter challenges such as balancing high ticket volumes, maintaining team motivation, and ensuring consistent service quality. To address these, it's important to implement robust ticket triage processes, provide ongoing training, and foster open communication within the team. Regular performance reviews and feedback sessions can help identify areas for improvement and professional growth. Additionally, collaborating closely with other IT departments ensures quick resolution of complex issues and smooth escalation procedures.

What are the key skills and qualifications needed to thrive as a manager help desk analyst, and why are they important?

To thrive as a Manager Help Desk Analyst, you need expertise in IT troubleshooting, a solid understanding of service management principles, and experience in team leadership, often supported by a degree in information technology or a related field. Familiarity with IT service management (ITSM) tools such as ServiceNow or Jira, and certifications like ITIL, are typically expected. Strong communication, problem-solving, and organizational skills help you lead teams effectively and handle escalated issues. These competencies are critical for delivering high-quality technical support, maintaining service standards, and ensuring customer satisfaction.

What is the difference between Manager Help Desk Analyst vs Help Desk Analyst?

AspectManager Help Desk AnalystHelp Desk Analyst
CertificationsITIL, CompTIA A+, HDI Support CenterCompTIA A+, HDI Support Center, Microsoft Certified
Work EnvironmentSupervisory role, team management, strategic planningFrontline support, troubleshooting, customer service
ResponsibilitiesOverseeing help desk operations, staff management, process improvementResponding to user issues, resolving technical problems, documenting tickets

The Manager Help Desk Analyst typically oversees help desk teams, manages workflows, and implements support strategies, requiring leadership skills and relevant certifications. In contrast, Help Desk Analysts focus on direct technical support and customer service. Both roles are essential in IT support, but the manager position involves higher-level oversight and coordination.

What are the most commonly searched types of Help Desk Analyst jobs in Baltimore, MD?

The most popular types of Help Desk Analyst jobs in Baltimore, MD are:

What cities near Baltimore, MD are hiring for Manager Help Desk Analyst jobs?

Cities near Baltimore, MD with the most Manager Help Desk Analyst job openings:

Manager Help Desk Analyst jobs near you

Help Desk Manager with Security Clearance

Integral Federal

Fort George G Meade, MD • On-site

$120K - $135K/yr

Other

Medical, Dental, Vision, Life, Retirement, PTO

Posted 28 days ago

Job description

Overview The Help Desk Manager supports the Defense Information Systems Agency (DISA), Business Systems Portfolio develop and integrate Agency business systems solutions, which include systems that address key areas such as personnel management, financial management, telecommunication services, contract management, and customer relations, among other support services to the DISA mission. Responsibilities * Plan and implement the appropriate IT capacity (Resource Capacity Management, Service Capacity Management, and Business Capacity Management) while helping ensure that information & technology services achieve expected levels of performance.
* Manage and mentor service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively.
* Oversee the daily operation of the service desk to include monitoring performance metrics and service level agreements (SLAs).
* Responsible for identifying and implementing service improvement initiatives.
* Coordinate with other IT sections to resolve issues and ensure that the service desk continually evolves to meet changing business needs.
* Analyze performance data to identify trends and areas of improvement to provide regular reports to management on service desk performance. Qualifications Required: * · 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 methods of using industry-recognized Service Desk ticket management software.
Salary range: $120,000 - $135,000 This role is in the proposal stage. The above salary range represents a general guideline. Integral Federal considers a number of factors when determining base salary offers, such as the scope and responsibilities of the position and the candidate's experience, education, skills, and current market conditions. Depending on the position, employees may be eligible for overtime, shift differential, and/or discretionary bonuses in addition to base pay. Company Overview Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure. Integral is headquartered in McLean, VA and serves clients throughout the country. We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal! Our package also includes: · Medical, Dental & Vision Insurance · Flexible Spending Accounts · Short-Term and Long-Term Disability Insurance · Life Insurance · Paid Time Off & Holidays · Earned Bonuses & Awards · Professional Training Reimbursement · Employee Assistance Program Equal Opportunity Employer/Protected Veteran/Disability

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