Top 8 Help desk manager Jobs in Frederick Md

IT Service Desk Manager
Evapco —Taneytown, MD
- $100,000 - $150,000 a year
- Full-time
- PMP
- 5 years
- Office
- Profit sharing
- Paid parental leave
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Service Desk Manager
Alliance Defending Freedom —Lansdowne, VA
- $92,000 - $147,900 a year
- Computer science
- Computer Science
- Office
- Paid holidays
- Disability insurance
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Information Systems Technology Trainer
Frederick County Public Schools —Frederick, MD
- $42.16 an hour
- 8 hour shift
- Mid-level
- Office
- Bachelor's degree
Program Support Coordinator (Dual-Hatted: Peer Review System Administrator)
Knowesis, Inc. —Fort Detrick, MD
- $90,000 - $110,000 a year
- Full-time
- Hybrid work
- Customer service
- 5 years
- Master's degree
- Disability insurance
- Health insurance
13d
Regulatory Systems Manager
US Defense Health Agency —Fort Detrick, MD
- $121,785 - $187,093 a year
- Online Application
- Background check
- Pass drug screening
- Office
3d
SHE Manager - Response and Technology
AstraZeneca —Gaithersburg, MD
- $105,710 - $125,000 a year
- Overtime
- Laboratory experience
- Office
- Bachelor's degree
- Paid holidays
- Health insurance
Help Desk Technician- Campus Employment & Federal Work Study
McDaniel College —Westminster, MD
- $15 an hour
- Full-time
- Analysis skills
- University
- Organizational skills
- Paid parental leave
- Health insurance
10d
Technology Assistant (Student Employee)
Carroll Community College —Westminster, MD
- $15 an hour
- Online Application
- Classroom
- Microsoft Excel
- Office

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Computer Technician - Administrative Support
Ohio Education Association —Columbus, OH
Provides help desk support and technical assistance to users. Associate’s degree in Computer Science or related field. Network and A+ certifications preferred.
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IT Help Desk Technician
Integrated Services for Behavioral Health —Columbus, OH
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help desk manager jobs near frederick md

IT Service Desk Manager

Evapco -
Taneytown, MD

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Job Details

Full-time
$100,000 - $150,000 a year

Benefits

Profit sharing
Paid parental leave
Paid holidays
Disability insurance
Health insurance
Dental insurance
Parental leave
Vision insurance
Bereavement leave
Life insurance
Retirement plan
Paid sick time

Qualifications

Vendor relationship building
Managing technical support teams
Team supervision
Managing teams in a customer support role
Coaching
Team development
Supervising experience
Mentoring
Leading team collaboration initiatives
ITIL implementation
Project stakeholder communication
Stakeholder relationship building
IT department experience
Team building
Stakeholder management

Full 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

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Refine Your Search

help desk manager jobs in frederick md

IT Service Desk Manager

Service Desk Manager

Information Systems Technology Trainer

Program Support Coordinator (Dual-Hatted: Peer Review System Administrator)

Regulatory Systems Manager

SHE Manager - Response and Technology

Help Desk Technician- Campus Employment & Federal Work Study

Technology Assistant (Student Employee)

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