Onsite End-User Support Manager — VIP ServiceNow Lead

IntelliDyne Jobs for Veterans; Washington (District of Columbia); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Job summary

IntelliDyne, LLC in Washington, DC is seeking an experienced Onsite End User Support Manager to lead a large-scale government client support operation. You will oversee five integrated teams totaling 35+ staff delivering reliable end-user technology services to attorneys, paralegals, and senior government leadership across multiple offices.

The role partners with the Associate CIO and the Office of Information Technology to ensure high-quality service delivery, optimize ticket operations with

Qualifications

• Minimum 8 years of IT experience in enterprise environments.
• Minimum 6 years of management experience leading end-user support teams.
• Proven experience managing large teams (25–40+ staff).
• Expert-level ServiceNow and service management workflow knowledge.
• Strong ITIL-based service delivery and incident management understanding.
• Bachelor’s degree in Information Technology, CS, or related field.
• Active Secret Security Clearance required.

Responsibilities

• Lead five integrated end-user support teams totaling 35+ staff across multiple offices.
• Ensure support services meet contractual SLAs and performance metrics.
• Manage incident, request fulfillment, escalation, and service restoration processes.
• Prioritize tickets and act as primary escalation point for complex issues.
• Oversee ServiceNow operations, dashboards, and reporting.
• Provide white-glove VIP support to senior government leadership.

Skills

IT leadership

ServiceNow expertise

ITIL knowledge

Security clearance

Education

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

Tools

ServiceNow

ITIL framework

Job description

IntelliDyne, LLC in Washington, DC is seeking an experienced Onsite End User Support Manager to lead a large-scale government client support operation. You will oversee five integrated teams totaling 35+ staff delivering reliable end-user technology services to attorneys, paralegals, and senior government leadership across multiple offices.

The role partners with the Associate CIO and the Office of Information Technology to ensure high-quality service delivery, optimize ticket operations with