Onsite End-User Support Lead (VIP & ServiceNow)
IntelliDyne, LLC
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Descrizione del lavoro
IntelliDyne, LLC is seeking an Onsite End User/Deskside Support Manager to lead a federal government client’s end-user operations across multiple offices. The role manages up to 20 technical staff, ensuring reliable end-user tech and exceptional service while meeting SLA commitments.
The candidate will partner with the Associate CIO and Customer Service Manager to drive process improvements, optimize ServiceNow workflows, and provide white-glove support for VIP stakeholders.
Competenze
- Minimum 8 years of IT experience supporting enterprise technology environments.
- Minimum 6 years of management experience leading Help Desk or End User Support teams.
- Experience managing teams 15-25 staff in high-demand environments.
- Expert-level ServiceNow ticketing and workflows experience.
- Strong ITIL-based service delivery and incident management knowledge.
Mansioni
- Provide daily operational oversight for end-user support across multiple offices.
- Coach, develop, and mentor staff and manage on-site coverage.
- Ensure SLA compliance and performance metrics are met or exceeded.
- Oversee incident management, service requests, escalation, and service restoration.
- Serve as escalation point for complex issues and drive QA processes.
- Lead knowledge management and ITIL-aligned process improvements.
Conoscenze
Formazione
Strumenti
Descrizione del lavoro
IntelliDyne, LLC is seeking an Onsite End User/Deskside Support Manager to lead a federal government client’s end-user operations across multiple offices. The role manages up to 20 technical staff, ensuring reliable end-user tech and exceptional service while meeting SLA commitments.
The candidate will partner with the Associate CIO and Customer Service Manager to drive process improvements, optimize ServiceNow workflows, and provide white-glove support for VIP stakeholders.
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