ZipRecruiter

Log In

1

Virtual Desk Jobs in Edgewater, MD (NOW HIRING)

ICF

Service Desk Manager

Washington, DC · Hybrid

... virtual agents, knowledge portals, and automated troubleshooting tools. Coordinate with AI and ... Prepare and present service desk performance reporting for governance forums, program management ...

ManTech

Help Desk Specialist

Annapolis Junction, MD

$75K - $125K/yr

The Help Desk Specialist will support hybrid cloud infrastructure operations, incident response and ... Must communicate with co-workers, management, and customers, via email, phone, and or virtual ...

ManTech International

Help Desk Specialist

Annapolis, MD · On-site

$75K - $125K/yr

The Help Desk Specialist will support hybrid cloud infrastructure operations, incident response and ... Must communicate with co-workers, management, and customers, via email, phone, and or virtual ...

Indigo IT LLC

Help Desk Specialist

Washington, DC · On-site

$60K - $70K/yr

Familiarity with supporting virtual desktop environments EDUCATION, EXPERIENCE, & CERTIFICATIONS: * 3+ years' experience in a service desk, call center, or other support role providing problem ...

Indigo IT

Help Desk Specialist

Washington, DC

$60K - $70K/yr

Familiarity with supporting virtual desktop environments EDUCATION, EXPERIENCE, amp; CERTIFICATIONS: * 3+ years' experience in a service desk, call center, or other support role providing problem ...

Leisnoi Incorporated

Help Desk Technician

Baltimore, MD · On-site

$21/hr

Job Title Help Desk Technician Education N/A Location Baltimore, MD - Baltimore, MD US (Primary ... virtual support requests • Determine issue scope, impact, and priority while initiating the ...

Art of Problem Solving

Front Desk Associate

Washington, DC · On-site

$15.75 - $20.50/hr

Front Desk Associate Join Our AoPS Academy as a Front Desk Associate! As part-time front desk staff ... AoPS Academy brings the AoPS methodology to small live physical and virtual classrooms. We offer a ...

next page

Showing results 1-20

All JobsDesk JobsVirtual Desk JobsVirtual Desk Jobs in Edgewater, MD

Virtual Desk information

See Edgewater, MD salary details

$12

$22

$32

How much do virtual desk jobs pay per hour?

As of Sep 1, 2026, the average hourly pay for virtual desk in Edgewater, MD is $22.47, according to ZipRecruiter salary data. Most workers in this role earn between $18.65 and $25.19 per hour, depending on experience, location, and employer.

What is a virtual desk?

A Virtual Desk job is a remote position where employees handle administrative, customer service, or technical support tasks online. These roles often involve answering emails, managing schedules, providing customer assistance, or troubleshooting issues. Virtual Desk jobs are commonly found in industries like IT support, customer service, and administrative management. They require strong communication skills, proficiency with digital tools, and the ability to work independently.

What does a typical day look like for someone working in a virtual desk role?

A typical day in a Virtual Desk position involves managing and responding to digital inquiries, scheduling appointments, coordinating with team members remotely, and updating records in company systems. You may be responsible for assisting clients or employees via email, chat, or video calls, and addressing administrative tasks like data entry or document management. Regular communication with other departments is essential to ensure that requests and issues are handled efficiently. The work is generally independent and remote, but collaboration and timely responses are key to the role's success. This setup allows you to support a variety of functions within the organization while working in a flexible, digital environment.

What are the key skills and qualifications needed to thrive in the virtual desk position, and why are they important?

To thrive as a Virtual Desk professional, you need strong organizational skills, proficiency in digital communication, and a background in administrative support, often supported by relevant experience or certifications. Familiarity with virtual office platforms, ticketing or CRM systems, and scheduling tools is commonly required. Exceptional customer service, time management, and adaptability are standout soft skills in this role. These abilities are crucial for efficiently managing remote administrative tasks, resolving issues promptly, and ensuring seamless virtual operations.

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

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

What job categories do people searching Virtual Desk jobs in Edgewater, MD look for?

The top searched job categories for Virtual Desk jobs in Edgewater, MD are:

What cities near Edgewater, MD are hiring for Virtual Desk jobs?

Cities near Edgewater, MD with the most Virtual Desk job openings:

Virtual Desk jobs near you

Service Desk Manager

ICF

Washington, DC • Hybrid

Full-time

Re-posted 4 days ago

Job description

This role is contingent upon a contract award.

ICF is seeking an experienced Service Desk Manager to lead delivery of a modern, AI-enabled IT service desk supporting a federal technology program. Reporting to the Program Manager, this role owns the full operational lifecycle of a single-tier service desk, with direct accountability for customer satisfaction, Tier Zero deflection performance, knowledge management, and continuous improvement.

The ideal candidate has run federal IT service desk operations and understands what it takes to deliver AI-enabled service at scale. This is an operational leadership role. The right candidate is comfortable managing technicians, owning KPIs, and engaging directly with program leadership and client stakeholders.

Job Location: This is a hybrid position based in the Washington, DC Metro area. Onsite client support isrequiredduring regional business hours (0700 to 1800 local time).

This position requires that the job be performed in the United States.If you accept this position, you should note that ICF does monitor employee work locations and blocks access from foreign locations/foreign IP addresses and also prohibits personal VPN connections.

What You'll Be Doing

  • Lead day-to-day operations of a single-tier service desk wheretechniciansown incidents and service requests from intake through closure, minimizing handoffs and keeping accountability at the technician level.

  • Own service desk performance metrics including CSAT, Customer Effort Score (CES), Tier Zero deflection rate, ticket resolution time, and first-contact resolution. Drive continuous improvement against contractual targets.

  • Oversee the design, build-out, and ongoing improvement of Tier Zero self-service capabilities, including virtual agents, knowledge portals, and automated troubleshooting tools. Coordinate with AI and automation teams to support implementation.

  • Maintain a wiki-style, role-based knowledge base withaccurate, plain-language content for both end users and technicians. Conduct regular content reviews and enforce quality standards to keep the knowledge base current.

  • Ensure all tickets are properly categorized, prioritized, documented, and analyzed for root cause. Maintain data integrity for reporting and trend analysis.

  • Coordinate staffing and resource allocation tomaintainappropriate customer-to-technicianratios, including surge coverage and specialized onsite support for executive and leadership needs.

  • Coordinate end-to-end IT and AV support for client meetings and events, including setup, testing, troubleshooting, and event staff coordination.

  • Prepare and present service desk performance reporting for governance forums, program management reviews, and client stakeholders.

  • Apply ITIL-based service management practices across the service desk. Promote an automation-first approach using AI for predictive maintenance, intelligent routing, and proactive issue detection.

  • Support after-hours on-call coverage for mission-critical and high-priority incidents as directed by client leadership.

MinimumRequirements

  • Bachelor's degree or equivalent

  • 7+ years of experience managing IT service desk or end-user support operations, including at least 3 years in a federal or government-adjacent environment

  • 2+ years of experience designing or operating Tier Zero and AI-enabled self-service capabilities, including virtual agents or chatbot-based resolution tools

  • 2+ years supporting federal programs in HHS, NIH, FDA, or other health-focused agencies

  • ITIL Foundation certification or equivalent

  • 3+ years of hands-on experience with ITSM platforms such as ServiceNow or Jira Service Management

  • U.S. Citizenshiprequireddue to federal contract requirements

  • Ability to obtain andmaintaina Public Trust background investigation

  • Candidate mustresidein the US,be authorized towork in the US, and work must be performed in the US

Preferred Qualifications

  • HDI Support Center Manager certification or equivalent

  • Experience using data and analytics to manage service desk performance, including dashboard-driven reporting and ticket trend analysis

  • Familiarity with Section 508 and WCAG accessibility compliance requirements for digital content and tools

  • Familiarity with modern endpoint environments such as Intune orJamfas context for service desk triage and escalation


Bot and Third-Party Applications

Please note that this application must be submitted directly by the applicant for consideration.Failure to do so may result in the application being excluded for consideration.Applicants needing an accommodation for disability or religious purposes in connection with the application process should contactCandidateaccommodation@icf.comfor assistance.

Working at ICF

ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together, our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information, please read ourEEOpolicy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals withsincerely heldreligious beliefs, in all phases of the application and employment process. To requestan accommodation,please emailCandidateaccommodation@icf.comand we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentrequiredto provide needed reasonable accommodations.

Read more aboutworkplacediscriminationrightsor our benefit offerings which are included in theTransparency in (Benefits) CoverageAct.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance atcandidateaccommodation@icf.com. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.


Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$89,261.00 - $151,744.00DC Remote Office (DC99)

Apply