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Service Desk Manager Jobs in Washington (NOW HIRING)

SAIC

Service Desk Manager

Adelphi, MD

$120K - $160K/yr

ORA_ON_SITE Description SAIC is seeking a proven Service Desk Manager to join the Army Research Laboratory (ARL) Information Technology (IT) Modernization program and support the full range of ...

SAIC

Service Desk Manager

Adelphi, MD · On-site

$120K - $160K/yr

Description SAIC is seeking a proven Service Desk Manager to join the Army Research Laboratory (ARL) Information Technology (IT) Modernization program and support the full range of Enterprise IT ...

Centuria

Service Desk Manager

Alexandria, VA · On-site

Service Desk Manager Location: Alexandria, Virginia Company/ Program Description: Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and ...

SAIC

Service Desk Manager

Adelphi, MD · On-site

$120K - $160K/yr

ORA_ON_SITE Description SAIC is seeking a proven Service Desk Manager to join the Army Research Laboratory (ARL) Information Technology (IT) Modernization program and support the full range of ...

Aretum

Service Desk Manager - Contingent

Arlington, VA · On-site

$105K - $130K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

The Service Desk Manager oversees the daily operations of the IT service desk, ensuring timely and effective support for technical issues and service requests. Due to the nature of our work as a ...

Aretum

Service Desk Manager - Contingent

Arlington, VA · On-site

$105K - $130K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

The Service Desk Manager oversees the daily operations of the IT service desk, ensuring timely and effective support for technical issues and service requests. Due to the nature of our work as a ...

Aretum

Service Desk Manager - Contingent

Arlington, VA

$105K - $130K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

The Service Desk Manager oversees the daily operations of the IT service desk, ensuring timely and effective support for technical issues and service requests. Due to the nature of our work as a ...

GDIT

Lead Service Desk Manager

Bethesda, MD · Hybrid

$140K - $189K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

No GDIT is seeking a Lead Service Desk Manager to join our program supporting the biomedical research community for our customer with the National Heart, Lung, and Blood Institute (NHLBI) at the ...

TEKsystems

Service Desk Manager

Catonsville, MD · Remote

$50/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

KEY RESPONSIBILITIES Lead Tier I/Tier II service desk operation/Contact Center for 150,000+ annual ticket volume Manage ServiceNow incident/case management, assignment groups, queues, and SLAs ...

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All JobsService Desk JobsService Desk Manager JobsService Desk Manager Jobs in Washington

Service Desk Manager information

See Washington salary details

$41.3K

$107.1K

$177.8K

How much do service desk manager jobs pay per year?

As of Aug 16, 2026, the average yearly pay for service desk manager in Washington is $107,051.00, according to ZipRecruiter salary data. Most workers in this role earn between $80,400.00 and $127,400.00 per year, depending on experience, location, and employer.

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

To thrive as a Service Desk Manager, you need strong IT knowledge, experience in service management, and often a relevant degree or ITIL certification. Familiarity with ticketing systems such as ServiceNow or Jira, as well as reporting and analytics tools, is typically required. Excellent leadership, problem-solving, and communication skills set standout managers apart, enabling them to lead teams effectively and resolve conflicts. These competencies ensure efficient service delivery, high customer satisfaction, and continuous improvement in IT support environments.

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

AspectService Desk ManagerHelp Desk Supervisor
ResponsibilitiesOversees entire service desk operations, manages teams, develops policies, and ensures service quality.Supervises help desk staff, handles escalations, and ensures ticket resolution efficiency.
Required CredentialsTypically requires ITIL certification, relevant IT experience, and leadership skills.Often requires help desk experience, customer service skills, and basic IT certifications.
Work EnvironmentLeads a team in a corporate IT setting, focusing on strategic improvements.Manages daily help desk activities, often in a support center environment.

The main difference is that a Service Desk Manager has broader strategic and managerial responsibilities, overseeing the entire service desk operation, while a Help Desk Supervisor focuses on daily team supervision and ticket resolution. Both roles require IT knowledge and customer service skills, but the Service Desk Manager typically holds a higher level of responsibility and leadership.

How much do service desk managers make in the US?

Service Desk Managers in the US typically earn between $60,000 and $100,000 annually, depending on experience, location, and company size. They often require strong technical skills, certifications like ITIL, and leadership abilities to oversee support teams and ensure service quality.

What are the most common challenges faced by a service desk manager, and how can they be effectively addressed?

Service Desk Managers often encounter challenges such as balancing high ticket volumes, ensuring timely resolution of issues, and managing team performance under pressure. Effective strategies include implementing clear processes for ticket prioritization, regularly training staff on both technical and customer service skills, and utilizing performance metrics to identify areas for improvement. Additionally, fostering open communication and collaboration within the team helps address issues promptly and maintain a positive work environment.

What is a service desk manager?

A Service Desk Manager is a professional responsible for overseeing the daily operations of an organization’s IT service desk. They lead a team that provides technical support to users, ensuring that incidents and service requests are resolved efficiently. The Service Desk Manager also implements processes and best practices to improve customer satisfaction, manages staff performance, and coordinates with other IT departments to resolve complex issues. Their ultimate goal is to ensure smooth IT service delivery and support across the organization.

What are the most commonly searched types of Service Desk jobs in Washington?

The most popular types of Service Desk jobs in Washington are:

What are popular job titles related to Service Desk Manager jobs in Washington?

For Service Desk Manager jobs in Washington, the most frequently searched job titles are:

What job categories do people searching Service Desk Manager jobs in Washington look for?

The top searched job categories for Service Desk Manager jobs in Washington are:

What cities in Washington are hiring for Service Desk Manager jobs?

Cities in Washington with the most Service Desk Manager job openings:

Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Washington as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 20% Part Time, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $107,051 per year, or $51.5 per hour.

Service Desk Manager

SAIC

Adelphi, MD

$120K - $160K/yr

Full-time

Posted 5 days ago

SAIC rating

7.9

Company rating: 7.9 out of 10

Based on 79 frontline employees who took The Breakroom Quiz

79th of 224 rated it services

Job description

Job ID: 2615522

Location: Adelphi, MD, US

Date Posted: 2026-08-11

Category: Information Technology

Subcategory: Technical Svcs

Schedule: Full-Time

Shift: Day Job

Travel: Yes - 10% of the time

Minimum Clearance Required: Secret

Clearance Level Must Be Able to Obtain: Top Secret

Potential for Remote Work: ORA_ON_SITE


Description

SAIC is seeking a proven Service Desk Manager to join the Army Research Laboratory (ARL) Information Technology (IT) Modernization program and support the full range of Enterprise IT services to ARL’s research mission.

The work is performed at the customer site in Adelphi, MD.

ARL’s unique research mission, highly mobile workforce, and geographical disbursement of its staff, requires an innovative approach in the delivery of IT services in fulfilling the organization’s mission. ARL is the Army’s corporate laboratory, within the Combat Capabilities Development Command (DEVCOM). It’s diverse assortment of unique facilities and dedicated workforce make up the largest source of world-class integrated research and analysis in the US Army. ARL discovers, innovates, and transitions research to provide the best technologies for our Soldiers.

Some of ARL’s focus areas include Biological and Biotechnology Sciences, Electromagnetic Spectrum Sciences, Energy Sciences, Humans in Complex Systems, Mechanical Sciences, Military Information Sciences, Network/Cyber/Computational Sciences, Photonics/Electronics/Quantum Sciences, Sciences of Extreme Materials, Terminal Effects, and Weapons.

The Service Desk Site Lead will serve as the primary escalation point for customer and technician issues and will interface with the Program Manager to drive process improvement and service delivery performance for the Army Research Laboratory in Adelphi, MD.

  • Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts
  • Responsible for ticket assignment for completion
  • 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 applications, and hardware requests
  • Recommend system modifications to enhance the usability of Information Systems and network resources
  • Route and escalate requests to Tier III and other teams for quick customer issue resolution
  • Work alongside network services, software systems engineering teams, and/or application development teams to restore
    service and correct core problems

Qualifications

EDUCATION AND EXPERIENCE:

  • Must have a BA/BS in computer sciences or information technology, or a High School Diploma with four (4+) additional years of experience
  • Must have at least ten (10+) years of relevant experience working in an IT or Service Desk environment

CLEARANCE REQUIREMENT:

  • Must have an active Secret clearance. And must be willing to obtain a Top Secret clearance

CERTIFICATION REQUIREMENT:

  • IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP,
    GSEC, SSCP, etc.)
  • Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date
  • CCNA highly preferred

DESIRED:

  • Information Technology Infrastructure Library (ITIL) v4 certification
  • A Microsoft operating system environment certification (e.g., Windows 10, Windows 11, or Microsoft Server 2019, etc.)
  • Proficiency with Microsoft Office products
  • Experience creating and modifying documentation for technical processes and procedures
  • Experience working in a Department of Defense (DoD) environment
  • A problem solver and troubleshooter who thrives in resolving complex problems
  • Strong self-starter requiring minimal supervision
  • Excellent communication skills (written and oral) and interpersonal skills
  • Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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