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Service Desk Manager Jobs in Frederick, MD (NOW HIRING)

Evapco

IT Service Desk Manager

Taneytown, MD · On-site

$100K - $150K/yr

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 ...

Evapco

IT Service Desk Manager

Taneytown, MD · On-site

$100K - $150K/yr

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 ...

Evapco

IT Service Desk Manager

Taneytown, MD · On-site

$90 - $130/hr

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 ...

Planet Fitness

Service Desk

Hagerstown, MD · On-site

$16 - $16.50/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Free employee Black Card Membership Summary The Service Desk Associate is responsible for service ...

Planet Fitness

Service Desk

Hagerstown, MD · On-site

$15.50 - $16.50/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Free employee Black Card Membership Summary The Service Desk Associate is responsible for service ...

Planet Fitness

Service Desk

Germantown, MD · On-site

$17.65 - $18.15/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Free employee Black Card Membership Summary The Service Desk Associate is responsible for service ...

Planet Fitness

Service Desk

Germantown, MD · On-site

$17.65 - $18.15/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Free employee Black Card Membership Summary The Service Desk Associate is responsible for service ...

Planet Fitness

Service Desk

Hagerstown, MD · On-site

$15.50 - $15.75/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Free employee Black Card Membership Summary The Service Desk Associate is responsible for service ...

Planet Fitness

Service Desk

Westminster, MD

$15.50 - $16.50/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Free employee Black Card Membership Summary The Service Desk Associate is responsible for service ...

Planet Fitness

Service Desk

Eldersburg, MD · On-site

$16 - $16.50/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Free employee Black Card Membership Summary The Service Desk Associate is responsible for service ...

Planet Fitness

Service Desk

Eldersburg, MD · On-site

$16 - $16.50/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Free employee Black Card Membership Summary The Service Desk Associate is responsible for service ...

Planet Fitness

Service Desk

Hagerstown, MD · On-site

$16 - $16.50/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Free employee Black Card Membership Summary The Service Desk Associate is responsible for service ...

Planet Fitness

Service Desk

Hagerstown, MD · On-site

$15.50 - $15.75/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Free employee Black Card Membership Summary The Service Desk Associate is responsible for service ...

Aramark

Assistant Front Desk Manager

Potomac, MD

$54K - $65K/yr

The Assistant Front Desk Manager supports the Front Desk Manager in overseeing daily front office ... BENEFITS: Aramark offers comprehensive benefit programs and services for eligible employees ...

Planet Fitness

Service Desk- Overnight

Eldersburg, MD · On-site

$16 - $16.50/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Free employee Black Card Membership Summary The Service Desk Associate is responsible for service ...

Planet Fitness

Service Desk- Overnight

Eldersburg, MD · On-site

$16 - $16.50/hr

Growth Opportunities: over 90% of our management team started as an entry level team member ... Free employee Black Card Membership Summary The Service Desk Associate is responsible for service ...

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Service Desk Manager information

See Frederick, MD salary details

$36.3K

$94K

$156.1K

How much do service desk manager jobs pay per year?

As of Sep 6, 2026, the average yearly pay for service desk manager in Frederick, MD is $93,977.00, according to ZipRecruiter salary data. Most workers in this role earn between $70,600.00 and $111,900.00 per year, depending on experience, location, and employer.

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 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 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 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 an average salary of around $70,000 to $100,000 per year, depending on experience, location, and company size. They often require strong technical skills, certifications like ITIL, and experience managing support teams in a help desk or IT service environment.

What are the most commonly searched types of Service Desk jobs in Frederick, MD?

The most popular types of Service Desk jobs in Frederick, MD are:

What are popular job titles related to Service Desk Manager jobs in Frederick, MD?

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

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

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

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

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

Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Frederick, MD as of August 2026, with employment types broken down into 1% As Needed, 75% Full Time, 22% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $93,977 per year, or $45.2 per hour.

IT Service Desk Manager

Evapco

Taneytown, MD • On-site

$100K - $150K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 3 days ago

EVAPCO rating

8.7

Company rating: 8.7 out of 10

Based on 19 frontline employees who took The Breakroom Quiz

58th of 499 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 & 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 & 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 & 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 & 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 & 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 & 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 & 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 & 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 & Competencies:
  • Service Desk Operations & Team Leadership
  • ITIL Service Management
  • Incident, Problem & Change Management
  • ServiceNow, Freshservice, Jira Service Management, or other ITSM Platform Administration
  • Knowledge Management & End-User Self-Service
  • Microsoft 365 Administration & Support
  • Microsoft Entra ID, Microsoft Intune, Windows & Active Directory
  • Microsoft Power Automate & Power Apps
  • IT Asset Management (ITAM) & Mobile Device Management (MDM)
  • Service Level, KPI, CSAT & Operational Reporting
  • Vendor Management, Escalation Management & Stakeholder Communication

Evapco's Summary of Pay & Benefits:
  • The salary range consists of base pay and most recent profit sharing bonus amounts
  • Medical, Vision, & 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

Pay Range: $100,000 - $150,000 per year

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