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Service Desk Operations Manager Jobs in Laurel, MD

Essnova Solutions

Service Desk Lead

Washington, DC · On-site

Coordinate and make available to DoD OIG management documentation detailing the technical environment used to provide Service Desk Operations and Administration services (e.g., Network configuration ...

Govcio LLC

Service Desk Lead

Washington, DC · On-site

$81K - $120K/yr

Responsibilities The IT Service Desk Lead supports federal customers by managing Tier 1/Tier 2 service desk operations, maintaining disciplined ITIL 4 practices, and ensuring contract-compliant ...

Govcio LLC

Service Desk Lead

Washington, DC · On-site

$81K - $120K/yr

Responsibilities The IT Service Desk Lead supports federal customers by managing Tier 1/Tier 2 service desk operations, maintaining disciplined ITIL 4 practices, and ensuring contract-compliant ...

Diné Development

IT Service Desk Lead

Washington, DC · On-site

$135K - $165K/yr

IT Service Desk Lead The IT Service Desk Lead is responsible for overseeing daily enterprise IT ... This role manages operational support activities across Tier 0, Tier 1, and coordinated Tier 2 ...

CSV-TAUREAN

Service Desk Lead

Alexandria, VA

Direct daily Service Desk operations and ensure SLAs are achieved. * Manage incident, problem, and request fulfillment using ServiceNow. * Supervise technical personnel: scheduling, training ...

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Service Desk Operations Manager information

See Laurel, MD salary details

$36.2K

$93.7K

$155.7K

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

As of Aug 31, 2026, the average yearly pay for service desk operations manager in Laurel, MD is $93,712.00, according to ZipRecruiter salary data. Most workers in this role earn between $70,400.00 and $111,500.00 per year, depending on experience, location, and employer.

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

AspectService Desk Operations ManagerService Desk Supervisor
ResponsibilitiesOversees multiple service desk teams, manages strategic planning, and ensures service qualitySupervises daily operations, manages team members, and handles escalations
Required CredentialsITIL certification, relevant IT experience, leadership skillsITIL knowledge, technical support experience, team management skills
Work EnvironmentStrategic, managerial setting, often in larger organizationsOperational, team-focused environment, often in help desk or support centers
Industry UsageCommon in IT service management, large enterprisesCommon in IT support teams, smaller organizations

The Service Desk Operations Manager focuses on strategic oversight and managing multiple teams, while the Service Desk Supervisor handles daily team supervision and operational issues. Both roles require ITIL knowledge and support experience, but the manager role involves broader planning and leadership responsibilities.

How much do service desk operations managers make?

Service Desk Operations Managers in the US typically earn between $60,000 and $100,000 annually, with the median salary around $75,000. Salaries vary based on experience, location, company size, and certifications such as HDI or ITIL, and often include benefits like bonuses and health insurance.

What is the role of a Service Desk Operations Manager?

A Service Desk Operations Manager oversees the daily operations of the service desk team, ensuring efficient incident and request resolution, maintaining service quality, and implementing process improvements. They coordinate staff, monitor performance metrics, and often utilize IT service management tools like ITIL frameworks to meet organizational service goals.

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

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

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

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

Service Desk Operations Manager jobs near you
Infographic showing various Service Desk Operations Manager job openings in Laurel, MD as of June 2026, with employment types broken down into 89% Full Time, 9% Part Time, 1% Temporary, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $93,712 per year, or $45.1 per hour.

Service Desk Operations Manager

EXECUTIVE 1 HOLDING COMPANY

Washington, DC • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 14 days ago

Job description

Transparency matters to us: We recruit for this position on an ongoing basis as business needs arise. While there may not be an immediate opening, we welcome applications from experienced Service Desk Managers interested in joining our team. Our hiring team will review your qualifications and contact you when a suitable opportunity becomes available.

The Service Desk Manager will lead day-to-day delivery for an IT Service Desk supporting scientific and health-related federal agency customers. This onsite role is responsible for supervising service desk and deskside support personnel, maintaining service quality, ensuring contractual requirements are met, and serving as the primary operational liaison with government stakeholders.

Key Responsibilities

  • Serve as the primary onsite liaison for the government customer, including the COR or designated representatives.

  • Supervise and manage service desk, call center, and deskside support staff to ensure responsive, high-quality service delivery.

  • Allocate resources and technician workloads based on priorities, ticket volume, staffing levels, and operational needs.

  • Monitor team performance, coach staff, address issues promptly, and support retention and mission success.

  • Track service levels, operational trends, risks, and recurring issues; recommend and implement corrective actions.

  • Ensure contract requirements, reporting, and deliverables are completed accurately and on schedule.

  • Maintain and improve operational documentation, including SOPs, knowledge articles, checklists, and process materials.

  • Build strong working relationships with federal stakeholders, contractor leadership, and technical teams.

  • Promote a culture of accountability, continuous improvement, customer service, and operational excellence.

Additional Responsibilities: 

  • Additional responsibilities include supporting growth and proposal efforts, as well as expanding business within your assigned portfolio." Please let me know if this works for you. 

Required Qualifications

  • Minimum of 5 years of IT service desk, help desk, or technical support experience.

  • At least 2 years of management, supervisory, or team lead experience in a technical support environment.

  • Experience overseeing service desk operations, ticket management, workload prioritization, and customer support performance.

  • Strong communication, organization, negotiation, and process improvement skills.

  • Ability to analyze service trends, identify risks, set priorities, and drive corrective action in a fast-paced environment.

  • Ability to pass a Public Trust or similar federal background investigation.

Preferred Qualifications

  • Experience supporting federal government customers or working in a federal contractor environment.

  • Experience managing service level agreements (SLAs) and service desk performance metrics.

  • Knowledge of ITIL processes, service management practices, and ITSM tools.

  • Ability to use learning management, content management, and knowledge management systems.

Work Environment

This is a full-time onsite position in the Metro DC area. The role supports mission-focused federal customers in scientific and health-related environments and requires regular in-person coordination with service desk teams and client stakeholders.

Benefits

  • Medical, Dental and Vision Coverage 

  • 401(k) Matching

  • PTO

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