Help Desk Manager
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Job Location:
Baltimore, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
54 minutes ago
Vacancies:
1 Vacancy
Job Summary
Help Desk Manager
This is a contract-to-hire opportunity.
This is an in-office opportunity in Baltimore MD.
About this position
The Help Desk Manager plays a critical role in leading day-to-day IT support operations while driving long-term improvements across the service function. This leader combines hands-on technical expertise with strong people management skills to ensure the timely resolution of issues seamless end-user support and a high-quality customer experience. They will mentor and develop junior technicians strengthen service delivery processes and partner closely with Infrastructure leadership to support key technology initiatives.
Job Responsibilities
- Lead day-to-day operations of the Help Desk team acting as a player-coach with both managerial and technical responsibilities.
- Provide hands-on support during escalations outages and high-priority incidentsoccasionally including off-hours support when member/customer services are impacted.
- Develop mentor and upskill junior team members; build structured training performance management and career progression paths.
- Partner closely with Infrastructure leadership during a major core systems conversion ensuring stability and continuity of service.
- Oversee ticketing workflows SLAs performance metrics and continuous improvement initiatives.
- Establish and enforce Help Desk best practices documentation standards and customer service frameworks.
- Collaborate cross-functionally with Infrastructure Applications and Security teams.
- Support long-term IT strategic planning and contribute to leadership discussions and roadmaps.
Skills/Requirements
- 5 years of experience in IT support service desk or help desk environments.
- 2 years of supervisory or team lead experience managing support technicians.
- Strong technical knowledge of Windows OS Office 365/Microsoft 365 Active Directory/Azure AD and basic networking concepts.
- Proven experience managing ticket queues SLAs escalations and service delivery performance.
- Demonstrated ability to improve help desk processes documentation and operational workflows.
- Track record of coaching and developing junior team members.
- Excellent communication skills with a strong customer service orientation.
- Ability to work independently and make decisions in a fast-paced environment.
- Willingness to provide occasional off-hours support during critical incidents.
Additional Information:
- This position is a 6-month contract-to-hire opportunity with the intention of transitioning into a full-time leadership role based on performance.
- Occasional after-hours availability may be needed during critical incidents system outages or major project milestones.
- This role offers significant visibility with senior IT leadership and provides a clear path for long-term career growth within the infrastructure organization.
Pay/Salary Range:
- Pay Range: $40/hour
YUPRO Placement is the nations leading skills-first placement firm placing and promoting historically overlooked talent into permanent hire apprenticeship and contract job assignments. We represent clients who support skills-first inclusive hiring practices. YUPRO Placement is an equal opportunity employer.
Remote Work :
No
Employment Type :
Contract
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Jobs for Humanity paves the way to a fairer future for all by connecting historically underrepresented talent to welcoming employers. Through the combination of cutting-edge recruiting technology and expert D&I consultation, Jobs for Humanity makes inclusive hiring seamless, scalable, ... View more
