What are the responsibilities and job description for the Service Desk Manager position at RedZone Technologies: IT and Infrastructure Security Services?
Location: Annapolis, MD (On-site only – candidates must live within 30–45 minutes)
Job Type: Full-Time
Salary Range: $70,000 – $80,000
Your Role at RedZone Technologies
Are you ready to work with a team that values your growth, supports your learning, and trusts you to make a real impact? At RedZone Technologies, a family-owned Managed Services Provider based in Annapolis, we’re looking for a Service Desk Manager to join our in-office team and deliver high-quality technical solutions for our clients.
This is a hands-on role where your knowledge, communication skills, and ability to problem-solve will make you a key player in securing and optimizing our clients' networks.
What You’ll Do
- Manage RedZone’s Tier 1 service desk team
- Mentor new staff
- Manage RedZone’s ticketing process, queues, and escalations
- Responsible for KPI reporting
- Responsible for Monthly Checklist and Audit process
- Responsible for MSP Contract onboarding and offboarding checklist and processes
- Responsible for proper onboarding of MSP contracts into technical reports
- Responsible for onsite technician management
- Ensure proper time tracking of staff
What We’re Looking For
Experience & Education
- Bachelor’s degree in a related field and 6 years equivalent hands-on experience – preferably in a Managed Service Provider (MSP) environment.
- 5 years equivalent hands-on service desk team management of at least 10 staff
- Strong working knowledge of triaging protocols
- Experience supporting Microsoft networks
Core Skills & Traits
- Clear, confident communicator, both verbal and written, who can translate complex issues into actionable steps.
- Excellent problem-solving ability with a structured, analytical approach.
- Ability to build strong, trusting relationships with clients — always focused on solutions and long-term success.
- Team player with a positive, proactive attitude and desire to support others in achieving shared goals.
- Self-starter with excellent time management and accountability.
Additional Requirements
- Must be a U.S. Citizen or Permanent Resident.
- Valid driver’s license in good standing and reliable transportation to and from jobsites as applicable
- Able to lift moderately heavy hardware (servers, computers, etc.), use hand tools and sit/stand for long periods of time.
- Willingness to work occasional after-hours for client cutovers, deployments, or support as needed.
- This is a 100% in-office position based out of Annapolis, MD. We do not offer remote or hybrid work arrangements.
Benefits
- 401(k) with company matching
- Health insurance
- Vision insurance
- Paid time off
- Professional development in a growing technical environment
Why RedZone?
We believe in building careers — not just filling roles. At RedZone Technologies, our values guide everything we do:
- Delivering on Promises: We finish what we start, with no excuses.
- Customers for Life: We act in our clients’ best interests — always.
- Batteries Included: We bring positivity, energy, and initiative to our work.
- Learning Organization: Your growth matters — through mentorship, certifications, and hands-on learning, you’ll always be developing your skills.
Ready to Apply?
If you’re excited by the opportunity to contribute to a team that values follow-through, lifelong client relationships, and continuous learning, we want to hear from you. Apply today to take the next step in your career with RedZone Technologies.
Salary : $70,000 - $80,000