Onsite End-User Support Manager for VIP Service Delivery

veterans; Washington; On-site; USD 110,000 - 130,000; Full time

Job summary

Veterans is seeking an Onsite End User Customer Support Manager to lead a large-scale government client operation. The role oversees five teams (Help Desk, Deskside, Asset Management, Copy Center, A/V), totaling 35+ staff, ensuring reliable end-user technology and exceptional service.

The candidate will partner with CIO and OIT leadership to deliver high-quality service, maintain contract SLAs, and drive continuous improvement.

Qualifications

• Bachelor's degree in IT, CS, or related field is required.
• 8+ years of IT experience supporting enterprise environments.
• 6+ years of management experience in Help Desk/End User Support.
• Experience managing 25-40+ staff in high-demand settings.
• Expert-level ServiceNow ticketing and workflows.
• Strong ITIL-based service delivery and incident management knowledge.

Responsibilities

• Lead five integrated end-user support teams totaling 35+ staff across functions.
• Provide daily operational oversight for user support services in multiple government offices.
• Coach and conduct performance reviews to develop staff.
• Ensure SLA adherence and high-quality service delivery.
• Oversee ServiceNow operations, reporting, and ticket metrics.
• Act as primary escalation point for complex issues.

Skills

End User Support

Team Management

ServiceNow

ITIL

Security Clearance

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

Job description

Veterans is seeking an Onsite End User Customer Support Manager to lead a large-scale government client operation. The role oversees five teams (Help Desk, Deskside, Asset Management, Copy Center, A/V), totaling 35+ staff, ensuring reliable end-user technology and exceptional service.

The candidate will partner with CIO and OIT leadership to deliver high-quality service, maintain contract SLAs, and drive continuous improvement.