Senior IT Service Desk & End User Services Leader

Green Key Resources; McLean (VA); On-site; USD 95,000 - 130,000; Full time

Job summary

Green Key Resources is seeking an experienced IT Service Desk & End User Services Manager in McLean, VA to lead a growing end-user support function onsite. You will combine people leadership with hands-on problem-solving to improve service delivery and user satisfaction.

You will mentor a distributed team, oversee ServiceNow workflows, and decide between outsourced and in-house options while aligning IT service delivery with business needs.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• 6+ years IT support/service desk experience preferred; leadership experience required.
• Minimum 3 years direct people management experience; 5+ years preferred.
• Proven experience leading, mentoring, and developing IT support teams.
• Strong experience with ServiceNow including ticket management, reporting, workflows, and queue management.
• Hands-on troubleshooting of Windows endpoints, mobile devices, AV/conferencing tech, and other end-user equipment.
• Experience supporting distributed teams (office, remote, field).
• Strong understanding of identity and access management technologies such as Okta or Entra ID.
• Familiarity with Google Workspace and endpoint management tools.
• Strong communication skills with technical and non-technical stakeholders.

Responsibilities

• Lead day-to-day IT Service Desk and End User Services operations, including tickets, SLAs, escalations, and reporting.
• Directly manage and mentor a distributed team of IT support professionals.
• Set performance expectations and drive employee development and growth.
• Evaluate outsourced vs. in-house service desk models and make recommendations.
• Assess staffing needs and build a high-performing internal support organization.
• Collaborate with IT leadership to route escalated issues and resolve efficiently.
• Oversee ServiceNow processes, ticket hygiene, reporting, and documentation.
• Provide hands-on troubleshooting for Windows, macOS, mobile devices, and AV equipment.
• Support onboarding/offboarding in partnership with IT Operations and Asset Management.
• Manage hardware intake, returns, and coordination with asset teams.
• Develop support processes for office, remote, and field employees.
• Monitor service metrics and drive efficiency and user experience improvements.
• Participate in after-hours/maintenance windows and technology initiatives.
• Hire, onboard, and develop team members as functions evolve.
• Translate technical issues into clear business terms for leaders.

Skills

Leadership

ServiceNow

Windows

Google Workspace

IAM (Okta/Entra ID)

Communication

Education

Bachelor's degree in IT/CS

Tools

Okta

Entra ID

Job description

Green Key Resources is seeking an experienced IT Service Desk & End User Services Manager in McLean, VA to lead a growing end-user support function onsite. You will combine people leadership with hands-on problem-solving to improve service delivery and user satisfaction.

You will mentor a distributed team, oversee ServiceNow workflows, and decide between outsourced and in-house options while aligning IT service delivery with business needs.