Onsite End-User Support Manager – VIP & Secret Clearance

IntelliDyne

Washington (District of Columbia)

Vor Ort

USD 110.000 - 130.000

Vollzeit

14 Tage+

Eine vollständige Bewerbung in einer Minute

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Zusammenfassung

IntelliDyne is seeking an experienced Onsite End User/Deskside Support Manager in Washington, DC. You will lead a team of up to 20 technicians delivering reliable end-user services for a federal client, ensuring high availability and white-glove experiences for VIP stakeholders.

The candidate must excel in ServiceNow operations, incident management, SLA adherence, and data-driven performance reporting, partnering with CIO leadership to drive continuous improvement.

Qualifikationen

Minimum 8 years of IT experience supporting enterprise environments.
Minimum 6 years of management experience leading Help Desk/End User Support teams.
Proven experience managing 15-25 staff in a high-demand environment.
Expert-level ServiceNow ticketing and service management workflows.

Aufgaben

Provide daily operational oversight for end-user support across government offices.
Develop team performance goals and mentor staff.
Schedule onsite coverage for optimal support.
Oversee SLA compliance and incident management.
Design QA processes to ensure high-quality service delivery.
Serve as primary escalation point for complex issues.
Lead knowledge management and ITIL-aligned practices.

Kenntnisse

ServiceNow

ITIL

Leadership

Escalation management

VIP client support

Operations management

Ausbildung

Bachelor's degree in IT/CS or related field

Tools

CompTIA+

MCP

MCSA

MCSE

Jobbeschreibung