Onsite Deskside End User Customer Support Manager
Status:
Exempt
Location:
1100 L. Street NW Washington, DC
(Onsite – 5 Days per Week)
Classification:
Exempt
Clearance:
Secret (TS eligible)
Position Overview
We are seeking an experienced Onsite End User or Deskside Support Manager to lead a customer support operation supporting a federal government client. This role oversees the operational performance and service delivery of multiple end-user support teams responsible for maintaining the technology environment used by attorneys, paralegals, and senior government officials across multiple offices.The Deskside Support Manager will provide strategic and operational leadership for a team of up to 20 technical staff.
The mission of these teams is to ensure the reliability, availability, and performance of end-user technology while delivering exceptional customer service.This position serves as the primary operational leader for end-user technology support, partnering closely with the Associate CIO and the Customer Service Manager to ensure high-quality service delivery, operational transparency, SLA compliance, and continuous improvement. The ideal candidate is a hands-on leader with strong experience managing end user technical teams, optimizing ticket operations through ServiceNow, and delivering white-glove support to VIP stakeholders.This role requires a strong combination of technical service management expertise, customer engagement, and operational leadership, along with the ability to analyze service metrics, improve workflows, and maintain compliance with contractual service-level agreements.
Required Qualifications
- Minimum 8 years of IT experience supporting enterprise technology environments.
- Minimum 6 years of management experience, preferably leading Help Desk, Service Desk, or End User Support teams.
- Proven experience managing medium-sized technical teams (15-25 staff) in a high-demand support environment.
- Expert-level experience with ServiceNow ticketing systems and service management workflows.
- Strong understanding of ITIL-based service delivery and incident management frameworks.
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- Active Secret Security Clearance required.
Required Certifications
- One of the following certifications or equivalent experience:
- Microsoft Certified Professional (MCP)
- Microsoft Certified Solutions Associate (MCSA)
- Microsoft Certified Solutions Expert (MCSE)
Preferred Qualifications
- ITIL Foundation or ITIL 4 Certification
- ServiceNow Administrator or Implementation Certification
- Experience supporting federal agencies or government contracting environments
- Experience managing enterprise environments supporting 1,000+ users
Key Competencies
- Customer-first leadership
- Medium-sized team management and workforce development
- ServiceNow and enterprise ticket management systems
- VIP customer engagement and executive support
- Incident escalation and problem resolution
- Operational reporting and performance analytics
- Process improvement and ITIL service management
Key Responsibilities
Team Leadership & Operations
- Provide daily operational oversight for all user support services supporting equipment and technology used across multiple government offices.
- Develop team performance goals, conduct coaching and performance reviews, and mentor staff to promote professional development.
- Schedule team assignments and onsite coverage strategically to ensure optimal support across facilities.
Service Delivery Management
- Ensure support services meet or exceed contractual SLAs and performance metrics.
- Oversee incident management, service request fulfillment, escalation management, and service restoration processes.
- Prioritize and manage ticket queues in alignment with mission priorities and client expectations.
- Act as the primary escalation point for complex technical or service-related issues.
- Design and implement quality assurance processes to ensure consistent and high-quality service delivery.
ServiceNow Operations & Reporting
- Serve as the subject matter expert for ServiceNow ticket management, reporting, and workflow optimization.
- Monitor operational dashboards and ticket metrics including resolution times, backlog trends, and service performance.
- Develop data-driven reporting for leadership, including metrics related to:
- Ticket lifecycle and resolution times
- Asset inventory and utilization
- Incident trends and service demand
- Identify opportunities to improve efficiency through automation and workflow improvements.
Customer Experience & VIP Support
- Serve as the primary customer service champion for the program, promoting a culture of service excellence.
- Provide white-glove support coordination for VIP stakeholders, including senior government leadership and political appointees.
- Engage directly with dissatisfied customers and resolve escalated service issues with professionalism and urgency.
- Build trusted relationships with attorneys, paralegals, and leadership across supported offices.
Knowledge Management & Process Improvement
- Maintain and manage the knowledge base and Standard Operating Procedure (SOP) library for support teams.
- Implement ITIL-aligned service management practices to drive operational maturity.
- Identify systemic issues and lead root cause analysis and problem management initiatives.
- Collaborate with project teams and technology leadership to ensure successful implementation of new solutions and services.
Stakeholder Engagement
- Partner with the Associate CIO, Customer Services Manager, and OIT leadership to align service delivery with organizational priorities.
- Provide operational health reporting and recommendations to leadership based on service performance data.
- Participate in service reviews, governance meetings, and strategic planning sessions.
Salary Range: $110k to $130k
About Us
IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715.
