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Service Desk Manager

Bowman Williams

Savage (MD)

Hybrid

USD 100,000 - 120,000

Full time

2 days ago

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Job summary

An innovative Managed Service Provider is on the lookout for a Service Desk Manager to lead a dynamic support team. This role offers the chance to shape the future of client service within a growth-oriented environment. With a focus on operational excellence and collaboration, you will mentor a team of technicians while ensuring top-tier service delivery. Enjoy the flexibility of a hybrid work model while being part of a supportive culture that values continuous learning and professional development. This is an exciting opportunity to make a significant impact in a rapidly evolving industry.

Benefits

Health insurance

Dental insurance

Vision insurance

401(k) with 5% company match

Generous PTO

Certification reimbursement

Qualifications

2+ years in a Service Desk Manager or IT leadership role.
Strong knowledge of IT systems and service desk workflows.

Responsibilities

Oversee a team of 8–10 technicians and drive operations.
Monitor team KPIs and ensure performance goals are met.

Skills

IT leadership

Service Desk Management

Communication Skills

Team Development

Process Improvement

Education

Bachelor's Degree

A+ Certification

Network+ Certification

Security+ Certification

ITIL Certification

This range is provided by Bowman Williams. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$100,000.00/yr - $120,000.00/yr

Additional compensation types

Sign-on bonus

Remote-Friendly | Growth-Oriented | Culture-Driven

A fast-growing, cloud-first Managed Service Provider (MSP) is seeking a Service Desk Manager to lead a high-performing support team. With a client base already in the cloud and a majority-remote workforce, this MSP is built on operational excellence, technical leadership, and a culture of collaboration.

**Remote position but seeking local talent only.**

What You’ll Do

As the Service Desk Manager, you’ll oversee a team of 8–10 technicians, driving day-to-day operations and team development. You’ll report directly to executive leadership and collaborate closely with a dedicated service coordinator and senior engineers to ensure top-tier client service and internal efficiency.

Key Responsibilities

Lead, mentor, and manage a growing help desk team
Monitor team KPIs and ensure performance goals are met
Develop and manage training programs and skill development timelines
Improve workflows and support ticket escalation processes
Foster a positive, accountable, and high-performing team culture
Partner with senior engineers on process improvement and escalations
Occasionally visit offices or client sites in MD (Savage or Bel Air)

What We’re Looking For

2+ years in a Service Desk Manager or IT leadership role
MSP experience is required
Bachelor’s degree and relevant certifications (A+, Network+, Security+, ITIL, etc.)
Strong knowledge of IT systems, service desk workflows, and support best practices
Excellent communication and leadership skills with the ability to inspire and develop technical staff

Why Join Us?

Hybrid/remote model with optional office access (this is a remote position but you must be located near Savage or Bel Air, MD)
Supportive, growth-focused culture with strong leadership
Competitive salary range: $100K–$120K+
Health, dental, and vision (50% company-covered in year one, 100% after)
401K with 5% company match
Generous PTO and work-life balance
Certification reimbursement and continuous learning environment

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Information Technology
Industries
Information Services and IT Services and IT Consulting

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Disability insurance

Paid maternity leave

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