IT Service Desk Leader: End-User & Field Support

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

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.