Top 7 Help desk manager Jobs in Frederick Md

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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3d
Information Systems Technology Trainer
Frederick County Public Schools —Frederick, MD
- $42.16 an hour
- 8 hour shift
- Mid-level
- Office
- Bachelor's degree
Senior Helpdesk Technician
Grunley Construction Co, Inc —Rockville, MD
- $70,000 - $85,000 a year
- Full-time
- Computer science
- Computer Science
- Construction site
- Paid jury duty
- Health insurance
Lead IT Specialist (CustSpt)
US National Institutes of Health —Montgomery County, MD
- $102,415 - $133,142 a year
- Online Application
- Remote
- Background check
- Pass drug screening
- Travel
13h
Senior Support Technician
Vertilocity —Frederick, MD
- Full-time
- Azure
- Senior level
- Paid holidays
- Health insurance
Quick Apply
IT Service Desk Manager
Forterra —Clarksburg, MD
- $140,000 - $170,000 a year
- Full-time
- Computer science
- Computer Science
- Databases
- Paid parental leave
- Health savings account
8h
Technology Assistant (Student Employee)
Carroll Community College —Westminster, MD
- $15 an hour
- Online Application
- Classroom
- Microsoft Excel
- Office

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Information Technology Manager 1
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Or completion of undergraduate core coursework in computer science, or completion of undergraduate core coursework in any academic major which included at least…
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Service Desk Manager

Alliance Defending Freedom -
Lansdowne, VA

Quick Apply

Job Details

$92,000 - $147,900 a year
3 days ago

Benefits

Paid holidays
Disability insurance
Dependent care reimbursement
Health insurance
Dental insurance
Flexible spending account
Paid time off
401(k) 4% Match
401(k) matching
Life insurance

Qualifications

Managing technical support teams
Customer communication
iOS support
Team supervision
Linux support
Managing teams in a customer support role
iOS
Windows
Supervising experience
Desktop (troubleshooting support)
Productivity software
AI-driven automation
Desktop administration

Full Job Description

Make a difference with us! At Alliance Defending Freedom, we believe God has brought you here for His purpose—to stand for truth and defend the God-given right to live and speak it. Together, we protect religious freedom, free speech, the sanctity of life, marriage and family, and parental rights. Review our Statement of Faith to ensure we're a fit for you.

Locations: Scottsdale, AZ / Lansdowne, VA / Dallas, TX

Team Overview

In this role, you are responsible for managing the Service Desk function and IT Support team across our US and international offices. Our Service Desk team diagnoses, tracks, and resolves Tier 1 & 2 technical issues for the ministry staff, and escalates advanced technical support issues to Security, Infrastructure, and Engineering teams to address.

The ideal candidate is someone who excels at leading dispersed teams and isn't afraid to be hands-on tackling tickets alongside the team. You are passionate about providing excellent customer service to staff members, radiating Christ's character in all interactions. Lastly you are up for the challenge of moving the Service Desk from a reactionary IT function to a strategic department by driving innovation and process improvements.

Key Responsibilities

Manage and oversee a team of Technical Support Specialists, ensuring the Service Desk team is meeting stated service level agreements (SLAs) with excellence across the organization.
Analyze Service Desk activities and develop tools and process improvements to optimize service and team performance, including daily, weekly, and monthly reports on Service Desk productivity.
Be the key driver in supporting the ITSM framework and champion Continuous Improvement.
Responsible for escalation and follow-up of Service Desk tickets, working to reduce or eliminate recurring tickets.
Perform a high level of local support for onsite personnel as well as remote support using remote control tools. Supported platforms include all ministry software, hardware, and network systems.
Coordinate with Team Leads, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies.
Determine the root cause of problems and identify workarounds or permanent fixes, ensure workarounds and permanent fixes are documented and communicated.
Ensure effective and prompt communication throughout the process of all Service Desk cases.
Manage and track inventory for assets (PCs, phones, Macs, iPads, etc.) and consumables (cameras, keyboard/mouse, monitors, etc.)
Ensure inventory levels (min/max) are being kept and updated per location, and update those levels as needed.
Create, update, and enforce the use of standard operating procedures and policies by all team members.
Leverage AI-assisted support tools and automation to improve first-contact resolution and reduce average handle time.
Maintain, expand, and champion the self-service knowledge base to empower end users and reduce recurring, repetitive tickets.
Travel to various US and European offices.

As a Team Leader you will:

Act as a servant leader by training, encouraging, coaching, and developing your Team Members. Foster a spirit of trust and innovation in your team.
Meet regularly with your Team Members to discuss their progress and complete Career Path Discussions.
Approve PTO requests, time cards, and expense reports.

Minimum Qualifications

Bachelor's degree in computer science, information technology, or a related field or equivalent experience.
5+ years experience in desktop/systems support or IT service management, as well as 2+ years of supervisory experience.
Excellent written and verbal communication skills and ability to communicate effectively with end-users in non-technical terms.
Proven technical troubleshooting and problem-solving skills.
Experience with Microsoft, Linux, Windows and iOS and other common operating systems and software applications.
Familiarity with AI-assisted support and productivity tools (e.g., Claude, Copilot, or similar).
Ability to assist and/or coach team members and end-users with advanced technical issues.
Ability to travel as needed (~10-15%)

Preferred Qualifications

ITIL Foundation certification preferred

Pay & Benefits

At Alliance Defending Freedom, we offer a competitive compensation and benefits package to support your well-being and growth. While we do not disclose specific salary ranges, our compensation is competitive with top non-profit law firms. Our benefits include 100% covered medical and dental insurance, medical and dependent care reimbursement, paid disability, long-term care, life insurance, and a 401(k) plan with a 4% company match. We prioritize work-life balance with paid time off and 12 paid holidays each year.

Want to Know More About ADF?

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help desk manager jobs in frederick md

Service Desk Manager

Information Systems Technology Trainer

Senior Helpdesk Technician

Lead IT Specialist (CustSpt)

Senior Support Technician

IT Service Desk Manager

Technology Assistant (Student Employee)

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