IT Service Desk & End User Services Manager

TEKsystems; McLean (VA); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Health coverage

401(k) match

Paid time off

Professional development

Job summary

TEKsystems is seeking a hands-on Service Desk Manager to lead our end-user services during a period of transformation. You will own the intake experience from first contact to resolution or escalation, managing analysts supporting corporate offices and field teams nationwide.

You will supervise technicians, improve the support model, and ensure data integrity, security, and policy compliance while driving customer-focused outcomes and service excellence.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field is required.
• 5+ years in IT support or service desk operations, with at least 3 years in a supervisory role.
• Hands-on experience troubleshooting Windows endpoints, mobile devices, and AV/conferencing equipment.
• Demonstrated experience managing a distributed support environment across offices, remote users, and field locations.
• Familiarity with equipment-handling processes; understanding of how service desk and asset management intersect.
• Strong working knowledge of Google Workspace, Entra ID/Okta, and endpoint management tools.
• ServiceNow experience required—ticket management, reporting, and workflow configuration.
• Clear communicator who can translate technical issues for non-technical stakeholders at all levels.
• Continuous improvement mindset: documenting, measuring, and optimizing processes.

Responsibilities

• Day-to-day service desk operations, including SLA performance, ticket queue management, and escalation handling.
• Direct management of internal analysts providing end-user support and application-focused triage.
• Implementing and managing an enhanced support model for active construction jobsites, coordinating with regional and project teams on timely technology support.
• ServiceNow administration, ticket hygiene, queue management, reporting, and process documentation.
• Onboarding and offboarding support in partnership with IT Operations and ITAM.
• Hiring, team development, and innovation as the function grows and changes.
• Escalation routing into Enterprise Applications, Infrastructure, and Asset Management to ensure proper routing.
• Coordinate service desk participation in bi-monthly weekend post-maintenance testing.
• First-line troubleshooting and support of IT equipment including Windows/Mac laptops, mobile devices, printers, and conference room equipment.
• Physical intake and coordination of hardware returns, replacements, and repairs with lifecycle tracking.

Skills

IT support

Service desk operations

Windows troubleshooting

End-user support

Google Workspace

Identity management

Entra ID

Okta

ServiceNow

Asset management

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

Job description

Description

We are seeking a hands-on Service Desk Manager to lead and grow our end-user services function during a period of active transformation. This role serves as the first line of defense for all IT support, owning the full intake experience from initial contact through resolution or escalation. You will directly manage a team of analysts supporting corporate office users and field teams nationwide. We seek a skilled and enthusiastic IT professional to deliver high-quality customer service that enhances the productivity of our colleagues.

Key Responsibilities

• Day-to-day service desk operations, including SLA performance, ticket queue management, and escalation handling, ensuring smooth operations, data integrity, and security and policy compliance
• Direct management of internal analysts providing end-user support and application-focused triage
• Implementing and managing an enhanced support model for active construction jobsites, coordinating with regional and project teams on timely technology support
• ServiceNow administration, ticket hygiene, queue management, reporting, and process documentation
• Onboarding and offboarding support in partnership with IT Operations and ITAM
• Hiring, team development, and innovation as the function grows and changes
• Escalation routing into Enterprise Applications, Infrastructure, and Asset Management, ensuring issues land in the right hands without falling through the cracks, and high-urgency issues are handled appropriately
• Coordinate service desk participation in bi-monthly weekend post-maintenance testing
• First-line troubleshooting and support of IT equipment, including Windows and Apple laptops and desktops, mobile devices and tablets, printers, and conference room equipment
• Physical intake and coordination of hardware returns, replacements, and repairs -- partnering with the IT Asset Management team for lifecycle tracking and processing

Additional Skills & Qualifications

Basic Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field required
• 5+ years in IT support or service desk operations, with at least 3 years in a supervisory role
• Hands-on experience troubleshooting Windows endpoints, mobile devices, and AV/conferencing equipment
• Demonstrated experience managing a distributed support environment - corporate offices, remote users, and field locations
• Familiarity with equipment-handling processes; understanding of how service desk and asset management functions intersect
• Strong working knowledge of Google Workspace, identity management (Entra ID / Okta), and endpoint management tools
• ServiceNow experience required - ticket management, reporting, and workflow configuration
• Clear communicator who can translate technical issues for non-technical stakeholders at all levels
• Continuous improvement mindset: documenting, measuring, and optimizing processes

Preferred Qualifications

• Experience supporting field or industrial workforces (construction, engineering, or similar)
• Exposure to enterprise application support (ERP, procurement, or project management platforms)
• Relevant certifications (ITIL, CompTIA, Google Workspace Administrator)

Job Type & Location

This is a Permanent position based out of Mc Lean, VA.

Pay and Benefits

The pay range for this position is $110000.00 - $130000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

A comprehensive benefits package featuring health coverage, a generous 401(k) match, paid time off, and professional development. Specific offerings vary by employment type and location, but core programs support financial security, health, and work-life balance.

Workplace Type

This is a fully onsite position in Mc Lean,VA.

Application Deadline

This position is anticipated to close on Oct 16, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI)

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.