Help Desk Manager

Job overview

The Help Desk Manager role is an onsite position in Frederick, MD; compensation is not specified. A Square Group provides technology services, including software development, analytics, cloud, and cybersecurity, and this role supports a client’s public-facing web ecosystem. The manager leads the full support lifecycle across three help desk tiers while remaining hands-on with tickets and tasks. The role contributes to reliable client support by managing escalations, content and platform assistance, user training, documentation, reporting, and service-level performance.

What you'll do

• Run daily Help Desk operations and set priorities across Tiers 1–3
• manage and mentor specialists
• handle or supervise complex escalations and communicate with client leads
• approve workflow, access, and permissions changes
• support Drupal and DKAN publishing, content requests, and migration
• provide user assistance and training
• monitor platforms, track ticket metrics, manage SLA performance, and deliver weekly status reports
• maintain SOPs, FAQs, and knowledge-base materials.

What we're looking for

Skills & competencies

help desk manager

it service management

tier 1 support

tier 2 support

tier 3 escalations

drupal

dkan

sla management

ticket reporting

user training

frederick md

a square group

Work arrangement

• Weekend coverage required

Benefits & perks

• Healthcare benefits, life and disability coverage, paid time off, 401(k) matching, employee referral bonus, education assistance, and learning and development resources.

Why this role

Oversees all three support tiers and directly handles or supervises Tier 3 escalations. General Help Desk coverage is 6:00 AM–8:00 PM, Monday–Friday, with occasional 24-hour support and occasional after-hours operations as required.

About the employer

A Square Group is hiring for this role. Industry: All Other Professional, Scientific, and Technical Services. Sector: 54.