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Remote Service Desk Manager Jobs in Nottingham, MD

TEKsystems

Helpdesk Support Specialist

Catonsville, MD · On-site +1

$18 - $19/hr

We are seeking a customer-focused Tier 1 Service Desk Analyst to join our managed services support ... Remote desktop support tools • ITIL understanding • CompTIA A+ or Microsoft certification Job ...

TEKsystems

Helpdesk Support Specialist

Catonsville, MD · On-site +1

$18 - $19/hr

We are seeking a customer-focused Tier 1 Service Desk Analyst to join our managed services support ... Remote desktop support tools • ITIL understanding • CompTIA A+ or Microsoft certification Job ...

NinjaOne

Product Designer

Baltimore, MD · Remote

... and Service Desk products. Location - We are flexible on remote working from home, if you are ... Own design for features from discovery through delivery, partnering closely with Product Managers ...

NinjaOne

Product Designer

Baltimore, MD · Remote

$90K - $130K/yr

... and Service Desk products. Location - We are flexible on remote working from home, if you are ... Own design for features from discovery through delivery, partnering closely with Product Managers ...

TEKsystems

Incident Analyst

Catonsville, MD · Remote

$30 - $35/hr

... with Service Desk, Infrastructure, Application Support, Network Operations, and business ... Skills Incident management, Root cause analysis, Servicenow, Troubleshooting Additional Skills ...

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All JobsService Desk JobsRemote Service Desk Manager JobsRemote Service Desk Manager Jobs in Nottingham, MD

Remote Service Desk Manager information

See Nottingham, MD salary details

$36.3K

$94.1K

$156.3K

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

As of Sep 4, 2026, the average yearly pay for remote service desk manager in Nottingham, MD is $94,072.00, according to ZipRecruiter salary data. Most workers in this role earn between $70,700.00 and $112,000.00 per year, depending on experience, location, and employer.

What is a remote service desk manager?

A Remote Service Desk Manager oversees the operations of a service desk team that provides IT support to users, typically working from a remote location. They are responsible for managing staff, ensuring high-quality customer service, and maintaining efficient processes for handling technical issues and requests. This role involves monitoring performance metrics, implementing best practices, and coordinating with other IT departments to resolve complex problems. Remote Service Desk Managers also play a key role in training staff and improving service delivery through technology and workflow enhancements.

What are the key skills and qualifications needed to thrive as a remote service desk manager?

To thrive as a Remote Service Desk Manager, you need expertise in IT service management, troubleshooting, and team leadership, typically supported by a bachelor's degree in IT or related field and several years of relevant experience. Familiarity with ticketing systems (such as ServiceNow or Jira), remote support tools, and ITIL certification are commonly required. Strong communication, problem-solving abilities, and the capacity to motivate and coordinate remote teams are crucial soft skills. These competencies ensure efficient service delivery, high client satisfaction, and effective remote team operations in a dynamic IT environment.

What are the main challenges faced by a remote service desk manager, and how can they be addressed?

A Remote Service Desk Manager often faces challenges such as coordinating a dispersed team, maintaining effective communication, and ensuring consistent service quality across different time zones. To address these, it's important to leverage collaboration tools, establish clear protocols, and schedule regular check-ins to keep the team connected and aligned. Additionally, implementing standardized processes and performance metrics helps maintain accountability and ensures a high level of customer support regardless of team members' locations.

What is the difference between Remote Service Desk Manager vs Remote Help Desk Supervisor?

AspectRemote Service Desk ManagerRemote Help Desk Supervisor
ResponsibilitiesOversees service desk operations, manages team performance, implements policiesSupervises help desk staff, handles escalations, ensures customer satisfaction
Required CredentialsITIL certification, relevant IT experience, leadership skillsCustomer service experience, technical knowledge, team management skills
Work EnvironmentRemote or on-site, strategic planning focusPrimarily remote, operational support focus
Industry UsageIT service management, tech companies, large organizationsIT support, customer service departments, SMBs

The Remote Service Desk Manager typically handles strategic oversight and team management, requiring certifications like ITIL, while the Remote Help Desk Supervisor focuses on daily operational support and customer interactions. Both roles are vital in IT support but differ in scope and responsibilities.

What job categories do people searching Remote Service Desk Manager jobs in Nottingham, MD look for?

The top searched job categories for Remote Service Desk Manager jobs in Nottingham, MD are:

What cities near Nottingham, MD are hiring for Remote Service Desk Manager jobs?

Cities near Nottingham, MD with the most Remote Service Desk Manager job openings:

Remote Service Desk Manager jobs near you

Marketplace Domain Subject Matter Expert (SME)

Computer World Services

Baltimore, MD • On-site, Remote

Full-time

Re-posted 9 days ago

Job description

CWS is pursuing the CMS Marketplace Service Desk (MSD) opportunity. The MSD supports the Center for Consumer Information and Insurance Oversight (CCIIO) by providing technical assistance to issuers, agents and brokers, Application Development Organizations (ADOs), state agencies, and other Affordable Care Act (ACA) Marketplace stakeholders.
The Marketplace Domain SME is a key position responsible for providing deep subject matter expertise in the ACA Health Insurance Marketplace, Qualified Health Plan (QHP) certification, and CCIIO program operations. This individual will serve as the resident domain authority for our MSD team - ensuring service desk operations, knowledge management content, training curricula, and stakeholder communications reflect accurate, current Marketplace policy and regulatory knowledge.
Key Tasks & Responsibilities
Marketplace Domain Expertise and Advisory
  • Serve as the MSD team's primary subject matter authority on ACA/ Patient Protection and ACA (PPACA) policy, regulation, and CCIIO program operations

  • Monitor and interpret annual Notice of Benefit and Payment Parameters (NBPP), plan year guidance, and CCIIO policy updates; brief operations staff on changes affecting MSD scope

  • Provide expert guidance on QHP certification cycle requirements, issuer obligations, and CMS-issuer relationship management

  • Support Tier 2 and Tier 3 escalation resolution for complex policy, regulatory, and plan management inquiries

Knowledge Management
  • Lead development and maintenance of the MSD knowledge base, ensuring accuracy and currency of articles and related materials

  • Author and review Tier 1-3 resolution guides, Standard Operating Procedures (SOP), and escalation playbooks for Marketplace-specific issue categories

  • Ensure knowledge base content reflects current plan year policies, system changes, and issuer/agent-broker guidance

  • Coordinate with AI/automation tools team to ensure triage bots and self-service content accurately reflect current Marketplace guidance

Training and Staff Development
  • Design and deliver Marketplace domain training and mentorship for MSD Customer Service Representatives and Senior Analysts onboarding and annually for plan year refreshers and surge-readiness training materials

Stakeholder and Account Management Support
  • Support Account Manager in issuer communications, onboarding, and annual QHP certification cycle outreach

  • Contribute domain expertise to CMS-facing deliverables including monthly reports, escalation summaries, and continuous improvement recommendations

  • Assist in preparing CMS briefings on Marketplace issue trends, emerging policy questions, and stakeholder feedback patterns

Education & Experience
Education
  • Bachelor's degree required in health policy, public administration, public health, business administration, information technology, or a related field

Experience
  • Minimum 5 years of direct experience supporting CMS CCIIO Marketplace operations, QHP certification, issuer relations, or ACA plan management

  • Direct experience on the CMS Marketplace Service Desk (MSD) or a closely adjacent CCIIO program

  • Demonstrated expertise in QHP certification processes, including HIOS/MPMS submission workflows, plan management requirements, and issuer compliance obligations

  • Experience developing or maintaining knowledge management content, SOPs, or training materials in a federal help desk or program support environment

  • Excellent written and verbal communication skills; experience preparing federal deliverables, briefings, or policy documents

Technical Knowledge
  • In-depth knowledge of HIOS (Health Insurance Oversight System), MPMS (Marketplace Plan Management System), and/or SERFF as used in the QHP certification process

  • Familiarity with CMS Marketplace Quality Initiatives: Quality Rating System (QRS), QHP Enrollee Survey, and Quality Improvement Strategy (QIS)

  • Working knowledge of ACA/PPACA statute, associated federal regulations, and annual CCIIO guidance documents

  • Understanding of CCIIO stakeholder ecosystem

Preferred Qualifications
  • Prior key personnel designation on a CMS or federal health IT service desk contract

  • Experience with ITSM platforms (ServiceNow or equivalent) in a federal service desk environment

  • Experience with AI-assisted knowledge management tools or chatbot/virtual agent content development

  • Established relationships within the CCIIO/Marketplace contractor or federal program community

Certifications
  • PMP, ITIL Foundation, or equivalent project/service management certification preferred

Security Clearance
  • Must be able to obtain a federal Public Trust, Moderate Background Investigation (MBI), or higher clearance

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
  • Remote / Telework with occasional work at CMS CCIIO (Baltimore, MD)

  • Ability to work Eastern Time Zone hours, including flexible scheduling during open enrollment surge periods (October-January)

  • Potential travel for meetings to locations throughout Baltimore, MD and/or Washington, DC areas

$145,000 - $205,000 a year
The offered rate will be based on the selected candidate's knowledge, skills, abilities and/or experience and in consideration of internal parity. The posted range is appropriate for a typical candidate meeting, at a minimum, all the core requirements of the position.
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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