Manager, Service Desk

Job overview

The Manager, Service Desk is an onsite role based in Germantown, MD, with a salary range of $117,500 - $179,250 per year. This position supports AeroVironment, a premier autonomous systems company, by overseeing daily IT operations and frontline technical support staff. This role exists to ensure high-quality technical assistance for end users by managing incident resolution, SLA compliance, and ITIL-aligned processes. The manager provides leadership, coaching, and hands-on support to a distributed technical team to maintain enterprise service standards and operational efficiency.

What you'll do

• Oversee daily Service Desk operations and frontline staff.
• Enforce Service Level Agreements (SLAs) and ITIL processes.
• Analyze incident trends and implement operational improvements.
• Conduct performance evaluations and coaching for support staff.
• Provide hands-on technical support for high-priority escalations.

What we're looking for

Skills & competencies

full-time

day shift

germantown md

it management

service desk

itil

technical support

onsite

aerovironment

$117,500-$179,250

itar

u.s. citizen required

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, vision, 401K with company matching, 9/80 work schedule, paid holiday shutdown.

Why this role

Requires U.S. Citizenship or permanent resident status due to ITAR compliance requirements.

About the employer

AeroVironment is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.