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Problem Manager Jobs in Gaithersburg, MD (NOW HIRING)

System One

MMS Technology Engineer

Bethesda, MD · Remote

$28/hr

Incident and Problem Management.: Follow established incident and problem management programs and related Standard Operating Procedures (SOP) to document all service requests, resolve user issues ...

System One

MMS Technology Engineer

Bethesda, MD · Remote

$28/hr

Incident and Problem Management.: Follow established incident and problem management programs and related Standard Operating Procedures (SOP) to document all service requests, resolve user issues ...

Accenuate IT Solutions

SRE ENGINEER/ MANAGER

Reston, VA · On-site

$59.25 - $78.75/hr

... problem management. - Collaborate with development, QA, and operations teams to implement shift-left testing practices (BDD, TDD, Unit, Regression). - Maintain architecture diagrams, knowledge ...

System One

MMS Technology Engineer

Bethesda, MD · Remote

$28/hr

Incident and Problem Management.: Follow established incident and problem management programs and related Standard Operating Procedures (SOP) to document all service requests, resolve user issues ...

Orion Solutions

Client Success Manager

Reston, VA · On-site

$55K - $65K/yr

About the Client Success Manager position We're looking for a driven and passionate Client Success ... Excellent organizational, communication, and problem-solving skills. Credentials and Experience

Pearson

Lead, Service Management

Washington, DC · On-site

$18 - $23.75/hr

Own and continuously improve service operations, including incident and problem management, plus ... service-health and performance reporting. * Lead the rapid response team for high-severity ...

Everfox

Senior Manager, Service Desk

Herndon, VA

The manager leads a team responsible for incident, request, problem, and knowledge management, while partnering closely with Infrastructure, Networking, Security, Applications, and business ...

SAIC

Service Desk Manager

Adelphi, MD

$120K - $160K/yr

Responsible and leads for quality control processes, service improvement and performance monitoring, and problem management * Provide Tier II service desk support for end-user PC, server, mainframe ...

New

IntelliDyne

IT Security Manager

Washington, DC · On-site +1

$120K - $132K/yr

Problem solving. Assure timely resolution of operational problems by utilizing effective problem management techniques. Display the highest level of critical thinking; making timely and sound ...

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Problem Manager information

See Gaithersburg, MD salary details

$30.3K

$66.4K

$124.8K

How much do problem manager jobs pay per year?

As of Aug 15, 2026, the average yearly pay for problem manager in Gaithersburg, MD is $66,367.00, according to ZipRecruiter salary data. Most workers in this role earn between $36,200.00 and $90,800.00 per year, depending on experience, location, and employer.

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

To thrive as a Problem Manager, you need expertise in IT service management, strong analytical abilities, and troubleshooting skills, often supported by a degree in information technology or a related field. Familiarity with ITIL frameworks, incident management systems (like ServiceNow or Remedy), and relevant certifications such as ITIL Foundation or Problem Management Certification are highly valuable. Excellent communication, stakeholder management, and critical thinking skills help you proactively resolve complex issues and coordinate across departments. These skills ensure the effective identification, tracking, and permanent resolution of system problems, minimizing business impact and improving organizational stability.

What is the role of a problem manager?

A problem manager is responsible for identifying, analyzing, and resolving the root causes of incidents to prevent future issues. They work closely with IT teams, utilize problem management tools, and follow ITIL best practices to improve service stability and reduce downtime.

What are the primary challenges a problem manager faces in their day-to-day work?

Problem Managers often contend with balancing multiple high-priority incidents while ensuring root cause analysis is thorough and documented. They must navigate between different technical teams and stakeholders to drive consensus and implement long-term solutions, which can be challenging under tight deadlines. Rapidly changing IT environments and evolving business needs require continual learning and adaptability. However, successfully overcoming these challenges leads to improved service reliability, increased job satisfaction, and valuable visibility within the organization.

What does a problem manager do?

A Problem Manager is responsible for identifying, analyzing, and resolving recurring IT issues to prevent future incidents. They work closely with technical teams to find root causes, implement solutions, and improve overall service reliability. Their goal is to minimize business disruptions by proactively managing problems and ensuring permanent fixes.

What is a problem manager?

A problem manager is a professional responsible for identifying, analyzing, and resolving the root causes of incidents within an organization’s IT or service environment. They work to prevent recurring issues by implementing solutions and often use ITIL frameworks and tools to manage problem records and coordinate with technical teams.

What job categories do people searching Problem Manager jobs in Gaithersburg, MD look for?

The top searched job categories for Problem Manager jobs in Gaithersburg, MD are:

What cities near Gaithersburg, MD are hiring for Problem Manager jobs?

Cities near Gaithersburg, MD with the most Problem Manager job openings:

Problem Manager jobs near you

Call Center (Tier 1) Manager

ActioNet, Inc.

Rockville, MD • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 16 days ago

Job description

Description
Call Center (Tier 1) Manager
(Rockville, MD)
Position Overview
The Call Center (Tier 1) Manager oversees the daily operation of the Enterprise Service Desk, ensuring timely, high-quality support for incidents, service requests, account administration, and customer inquiries. The manager is responsible for meeting Service Level Requirements (SLRs), maintaining exceptional customer service, and continuously improving Help Desk operations using ITIL-based service management practices.
Estimated Salary: Up to $255K
Key Responsibilities
  • Manage daily Tier 1 Service Desk operations supporting users across headquarters and regional locations.
  • Ensure timely resolution and escalation of incidents, service requests, account management, and password support activities.
  • Monitor Help Desk performance, call metrics, and Service Level Requirements (SLRs) to ensure contractual compliance.
  • Coordinate workforce scheduling, surge support, knowledge management, and staff development to maintain service continuity.
  • Oversee ITSM ticket quality, documentation, and adherence to ITIL incident, request, and problem management processes.
  • Promote continuous service improvement through customer feedback, performance analysis, and operational enhancements.

Required Qualifications
  • Bachelor's degree in Information Technology, Business, or a related field.
  • ITIL v4 Foundation certification preferred.
  • Minimum five (5) years managing enterprise Service Desk or Help Desk operations.
  • Experience supporting Federal ITSM environments and performance-based service delivery.
  • Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes.
  • Strong leadership, communication, and customer service management skills.

Key Competencies
  • Service Desk Operations
  • ITIL Service Management
  • Customer Experience (CX)
  • Workforce Management
  • Performance Metrics & Reporting
  • Continuous Process Improvement

Security Clearance: TopSecret Clearance
ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security, and IT Managed Services. With 25+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!
Core Capabilities:
  • Advanced and Managed IT Services
  • Agile Software Development
  • DevSecOps
  • Cybersecurity
  • Health IT
  • C4ISR & SIGINT
  • Data Center Engineering & Operations
  • Engineering & Installation

Why ActioNet?
At ActioNet, our Passion for Quality is at the heart of everything we do:
  • Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
  • Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence.
  • Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

ActioNet is proud to be named a Top Workplace for the eleventh year in a row (2014 - 2024). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well-being of our nation.
What's in It For You?
As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference?
ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Full-Time Employees are eligible to participate in our ActioNet's Benefits Program:
  • Medical Insurance
  • Vision Insurance
  • Dental Insurance
  • Life and AD&D Insurance
  • 401(k) Savings Plan
  • Education and Professional Training
  • Flexible Spending Accounts (FSA)
  • Employee Referral and Merit Recognition Programs
  • Employee Assistance and Identity Theft Protection
  • Paid Holidays: 11 per year
  • Paid Time Off (PTO)
  • Disability Insurance

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