Help Desk Manager

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

Additional Information :

Pay / Salary Range :

YUPRO Placement is the nation's 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.