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Helpdesk Operations Lead
Career Insights for IT Operations / Networking Manager
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Scorecard
Based on Maryland data
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What they do
An IT Operations or Networking Manager manages networking and IT operations of an organization. Projects may include initiatives to create new products or improve or expand technology or systems. Identifies project requirements, develops and manages project budgets and schedules, leads project teams, and manages communications with project stakeholders, including company management and clients.
$123,161 / year median in Maryland
-9% projected decline
Job Description
Helpdesk Operations Lead
Key Responsibilities
Position Summary:
Seeking a Technical Lead to direct end-user computing and field operations for a multi-site enterprise environment. The role works in tandem with IT management, systems engineers, field technicians, and organizational leaders to ensure prompt, high-quality, and cost-aligned service delivery. This leadership position oversees Tier 2 and Tier 3 desktop engineering and local technical support operations.Key Responsibilities
- Direct Tier 2 and Tier 3 field support activities, including hands-on troubleshooting, hardware provisioning, executive support, and device lifecycle administration
- Administer endpoint technology stacks including modern MDM systems, enterprise directory services, policy objects, endpoint protection tools, and systems management platforms
- Manage enterprise hardware refresh cycles, workstation image deployments, OS rollouts, and endpoint modernization initiatives
- Enforce system security standards, vulnerability mitigation efforts, patch management workflows, and compliance auditing
- Facilitate technical coordination across network teams, system administrators, security divisions, vendors, and business units
- Track operational indicators, service utilization, resolution trends, and client feedback to continuously refine local support
- Deliver dedicated, high-priority support services for senior leadership and mission-critical teams
- Mentor and lead technical personnel, managing dynamic priorities within a complex enterprise framework
- Guide end-user adoption during major enterprise software modernizations and hardware standardizations.