Help Desk Manager

RDTS is seeking a Help Desk Manager to support the Maryland State Government's Register of Wills. A Help Desk Manager is needed to lead an enterprise support team within a multi-server environment. This role focuses on team leadership, support operations oversight, performance optimization, and escalation management.

RESPONSIBILITIES:

• Lead and manage help desk teams responsible for phone/in-person technical support.
• Oversee ticket management, escalation procedures, and resolution timelines.
• Ensure adherence to performance metrics and service level expectations.
• Train and mentor support staff on technical troubleshooting and customer service.
• Coordinate with network, systems, and application teams to resolve recurring issues.
• Track key support trends and recommend process improvements.
• Ensure consistent end-user satisfaction and accountability in service delivery.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or related field (OR 3 additional years of experience in lieu of degree).
• 7 years managing IT support/help desk operations in an enterprise or multi-server environment.
• Strong understanding of Windows-based systems, networking basics, and email services.
• Proven experience leading IT support personnel or service desk teams.
• Strong communication and escalation leadership skills.
• Ability to pass a standard employment/government background check.

Preferred Experience:

• Experience supporting user bases of 300 users.
• Familiarity with ITIL-based service operations or KPI-driven service metrics.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.