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Urgent! Service Desk Manager Job Opening In Sparks – Now Hiring PeopleSharp



Job description

Are you ready to grow your career at a values-driven, family first MSP?

DTC is looking for their next Service Desk Manager.

The Service Desk Manager will lead the day-to-day operations of the Service Desk, ensuring consistent, high-quality support for clients and a culture of accountability and service excellence across the team.

This is an onsite role in Sparks, Maryland.

We'll Provide:

  • Robust benefits package including PTO, 401k, healthcare, dental, and vision

  • Salary range of $75,000 - 85,000 annually

  • Hybrid work schedule that supports work/life balance

  • Opportunities for continued growth, learning, and creativity


What You’ll Do:

  • Lead and coach Tier 1 & Tier 2 technicians, fostering a culture of accountability, service excellence, and professional growth.

  • Oversee scheduling, coverage, and team communications to ensure responsiveness and balanced workloads.

  • Monitor service desk performance metrics, ticket queues, and client satisfaction to maintain SLA compliance and high-quality support.

  • Act as the primary escalation point for client issues, driving timely resolution with clear and professional communication.

  • Enforce and improve service desk standards, processes, and workflows; leverage analytics and automation to boost efficiency.

  • Partner with leadership to evaluate and implement new tools, technologies, and service offerings that enhance operations and outcomes.


Skills You’ll Need:

  • Must have experience working in an MSP environment

  • 3+ years of experience in IT support or service delivery in an MSP environment

  • 1+ year in a supervisory or team lead role with direct people management responsibilities

  • Working knowledge of PSA systems such as HaloPSA, RMM platforms, Microsoft 365, networking fundamentals, and endpoint troubleshooting

  • Certifications such as HDI Support Center Manager, CompTIA A+/Network+, ITIL Foundation (preferred but not required)

  • Knowledge of cybersecurity principles and CMMC or other compliance frameworks (preferred but not required)

  • Ability to participate in an on-call support rotation outside standard business hours


Ready to apply?

  • Quick apply with your resume

  • OR

  • Get a head start on the application process through our online portal here:


Required Skill Profession

Operations Specialties Managers



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    Unlock Your Service Desk Potential: Insight & Career Growth Guide


  • Real-time Service Desk Jobs Trends in Sparks, United States (Graphical Representation)

    Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Service Desk in Sparks, United States using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 128045 jobs in United States and 31 jobs in Sparks. This comprehensive analysis highlights market share and opportunities for professionals in Service Desk roles. These dynamic trends provide a better understanding of the job market landscape in these regions.

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  • The Work Culture

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