Helpdesk Manager - Managed Services - Annapolis Maryland

Company: RedZone Technologies
Location: Annapolis, Maryland
Posted On: 04/04/2026

Job Description Job Description Your Role at RedZone Technologies RedZone is a fast-growing, PE-backed Secure IT Services Provider built around high-caliber talent. Every individual matters here. You won’t be a number. You’ll be a core contributor on a growing team that values accountability, excellence, and real impact. The IT Service Desk Manager will lead day-to-day IT support operations while driving long-term improvements, manage staff performance, and ensure timely and effective resolution of technical issues. This role is critical in maintaining high levels of customer satisfaction by delivering responsive and professional IT support services This is a hands-on Technical Management role where your knowledge, communication skills, and ability to problem-solve will make you a key player in securing and optimizing our clients' networks. What You’ll Do - Provide daily supervision and direction to IT service desk personnel. - Monitor service desk operations to ensure compliance with ITIL best practices. - Develop, mentor, and upskill junior team members; build structured training, performance management, and career progression paths. - Oversee ticketing workflows, SLAs, performance metrics, and continuous improvement initiatives. - Lead the Monthly Checklist and Audit process - Lead for MSP Contract onboarding and offboarding checklist and processes - Quality control onboarding of MSP contracts into technical reports - Responsible for onsite technician management - Ensure proper time tracking of staff What We’re Looking For Experience & Education - 6 years hands-on experience – preferably in a Managed Service Provider (MSP) environment - 5 years equivalent hands-on service desk team management of at least 7 staff - Strong working knowledge of triaging protocols - Experience supporting Microsoft networks Core Skills & Traits - Clear, confident communicator, both verbal and written, who can translate complex issues into actionable steps. - Excellent problem-solving ability with a structured, analytical approach. - Ability to build strong, trusting relationships with clients — always focused on solutions and long-term success. - Team player with a positive, proactive attitude and desire to support others in achieving shared goals. - Self-starter with excellent time management and accountability. Additional Requirements - Must be a U.S. Citizen - Valid driver’s license in good standing and reliable transportation to and from jobsites as applicable - Able to lift moderately heavy hardware (servers, computers, etc.), use hand tools and sit/stand for long periods of time. - Willingness to work occasional after-hours for client cutovers, deployments, or support as needed. - This is an in-office position based out of Annapolis, MD. Benefits - 401(k) with company matching - Health/Dental insurance - Vision insurance - Paid time off - Professional development in a growing technical environment Why RedZone? We believe in building careers — not just filling roles. At RedZone Technologies, our values guide everything we do: - Delivering on Promises: We finish what we start, with no excuses. - Customers for Life: We act in our clients’ best interests — always. - Batteries Included: We bring positivity, energy, and initiative to our work. - Learning Organization: Your growth matters — through mentorship, certifications, and hands-on learning, you’ll always be developing your skills. Ready to Apply? If you’re excited by the opportunity to contribute to a team that values follow-through, lifelong client relationships, and continuous learning, we want to hear from you. Apply today to take the next step in your career with RedZone Technologies. Company Description RedZone Technologies, headquartered in Annapolis, Maryland, is a security and IT services firm delivering Continuous Confidence for regulated mid-market and enterprise organizations. Backed by more than 25 years of industry experience and a team of over 70 professionals, RedZone unifies IT operations, cybersecurity, and compliance into a single accountable operating model, replacing fragmented vendor environments with an outcome-driven approach spanning Continuous Posture, Resilience, Compliance, and Intelligence. Through integrated operations, automation, and real-time visibility, RedZone enables organizations to reduce risk, maintain continuous audit readiness, and ensure technology consistently supports business performance and growth. Company Description RedZone Technologies, headquartered in Annapolis, Maryland, is a security and IT services firm delivering Continuous Confidence for regulated mid-market and enterprise organizations. Backed by more than 25 years of industry experience and a team of over 70 professionals, RedZone unifies IT operations, cybersecurity, and compliance into a single accountable operating model, replacing fragmented vendor environments with an outcome-driven approach spanning Continuous Posture, Resilience, Compliance, and Intelligence. Through integrated operations, automation, and real-time visibility, RedZone enables organizations to reduce risk, maintain continuous audit readiness, and ensure technology consistently supports business performance and growth. More...

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