{"absolute_url":"https://job-boards.greenhouse.io/veterans/jobs/8766905002","data_compliance":[{"type":"gdpr","requires_consent":false,"requires_processing_consent":false,"requires_retention_consent":false,"retention_period":null,"demographic_data_consent_applies":false}],"education":"education_required","internal_job_id":6507350002,"location":{"name":"Washington, DC (ONSITE)"},"metadata":[{"id":4102739002,"name":"Clearance Level","value":["Top Secret/SCI"],"value_type":"multi_select"}],"id":8766905002,"updated_at":"2026-10-07T14:12:04-04:00","requisition_id":"4139","title":"Onsite Deskside Support Manager","company_name":"IntelliDyne Jobs for Veterans","first_published":"2026-10-06T09:49:53-04:00","language":"en","application_deadline":null,"content":"\u0026lt;p style=\u0026quot;text-align: center;\u0026quot;\u0026gt;\u0026lt;strong\u0026gt;Onsite End User Customer Support Manager\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Status: \u0026lt;/strong\u0026gt;Exempt\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Salary Range:\u0026lt;/strong\u0026gt; $110k to $130k\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Clearance: \u0026lt;/strong\u0026gt;Secret\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Location: \u0026lt;/strong\u0026gt;1100 L. Street NW Washington, DC\u0026lt;strong\u0026gt; \u0026lt;/strong\u0026gt;(Onsite – 5 Days per Week)\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Classification: \u0026lt;/strong\u0026gt;Exempt\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Compensation: \u0026lt;/strong\u0026gt;$110k/yr - $130k/yr\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Clearance: \u0026lt;/strong\u0026gt;Secret (TS eligible)\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Position Overview\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;We are seeking an experienced Onsite End User Support Manager to lead a large-scale 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 leadership across multiple offices.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;The Customer Support Manager will provide strategic and operational leadership for five integrated support teams, including the Help Desk, Asset Management, Deskside Support, Copy Center, and Audio/Video Engineering teams, totaling 35+ technical staff. The mission of these teams is to ensure the reliability, availability, and performance of end-user technology while delivering exceptional customer service.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;This position serves as the primary operational leader for end-user technology support, partnering closely with the Associate CIO and Office of Information Technology (OIT) leadership to ensure high-quality service delivery, operational transparency, and continuous improvement. The ideal candidate is a hands-on service delivery leader with strong experience managing large technical teams, optimizing ticket operations through ServiceNow, and delivering white-glove support to VIP stakeholders.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;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.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;\u0026lt;u\u0026gt;Required Qualifications\u0026lt;/u\u0026gt;\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Minimum 8 years of IT experience supporting enterprise technology environments.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Minimum 6 years of management experience, preferably leading Help Desk, Service Desk, or End User Support teams.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Proven experience managing large technical teams (25–40+ staff) in a high-demand support environment.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Expert-level experience with \u0026lt;strong\u0026gt;ServiceNow\u0026lt;/strong\u0026gt; ticketing systems and service management workflows.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Strong understanding of ITIL-based service delivery and incident management frameworks.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Bachelor’s degree in Information Technology, Computer Science, or related field.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Active Secret Security Clearance required.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;\u0026lt;u\u0026gt;Required Certifications\u0026lt;/u\u0026gt;\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;HDI Certification (e.g., Support Center Manager or Desktop Support Manager) prior to start.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;One of the following certifications or equivalent experience:\u0026lt;/li\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Microsoft Certified Professional (MCP)\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Microsoft Certified Solutions Associate (MCSA)\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Microsoft Certified Solutions Expert (MCSE)\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;\u0026lt;u\u0026gt;Preferred Qualifications\u0026lt;/u\u0026gt;\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;ITIL Foundation or ITIL 4 Certification\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;ServiceNow Administrator or Implementation Certification\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Experience supporting federal agencies or government contracting environments\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Experience managing enterprise environments supporting 1,000+ users\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;\u0026lt;u\u0026gt;Key Competencies\u0026lt;/u\u0026gt;\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Customer-first service leadership\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Large team management and workforce development\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;ServiceNow and enterprise ticket management systems\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;VIP customer engagement and executive support\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Incident escalation and problem resolution\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Operational reporting and performance analytics\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Process improvement and ITIL service management\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;\u0026lt;u\u0026gt;Key Responsibilities\u0026lt;/u\u0026gt;\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;Team Leadership \u0026amp;amp; Operations\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Lead and manage five integrated end-user support teams consisting of 35+ support professionals across help desk, deskside services, asset management, copy center, and A/V engineering.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Provide daily operational oversight for all user support services supporting equipment and technology used across multiple government offices.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Develop team performance goals, conduct coaching and performance reviews, and mentor staff to promote professional development.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Schedule team assignments and onsite coverage strategically to ensure optimal support across facilities.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;Service Delivery Management\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Ensure support services meet or exceed contractual SLAs and performance metrics.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Oversee incident management, service request fulfillment, escalation management, and service restoration processes.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Prioritize and manage ticket queues in alignment with mission priorities and client expectations.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Act as the primary escalation point for complex technical or service-related issues.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Design and implement quality assurance processes to ensure consistent and high-quality service delivery.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;ServiceNow Operations \u0026amp;amp; Reporting\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Serve as the subject matter expert for ServiceNow ticket management, reporting, and workflow optimization.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Monitor operational dashboards and ticket metrics including resolution times, backlog trends, and service performance.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Develop data-driven reporting for leadership, including metrics related to:\u0026lt;/li\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Ticket lifecycle and resolution times\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Asset inventory and utilization\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Incident trends and service demand\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;li\u0026gt;Identify opportunities to improve efficiency through automation and workflow improvements.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;Customer Experience \u0026amp;amp; VIP Support\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Serve as the primary customer service champion for the program, promoting a culture of service excellence.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Provide white-glove support coordination for VIP stakeholders, including senior government leadership and political appointees.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Engage directly with dissatisfied customers and resolve escalated service issues with professionalism and urgency.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Build trusted relationships with attorneys, paralegals, and leadership across supported offices.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;Asset \u0026amp;amp; Operational Logistics\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Oversee the asset management lifecycle, including tracking, deployment, and inventory of IT equipment.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Coordinate logistics for equipment deployment and relocation across supported facilities.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Support technology operations for legal proceedings and trials conducted across the United States.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;Knowledge Management \u0026amp;amp; Process Improvement\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Maintain and manage the knowledge base and Standard Operating Procedure (SOP) library for support teams.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Implement ITIL-aligned service management practices to drive operational maturity.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Identify systemic issues and lead root cause analysis and problem management initiatives.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Collaborate with project teams and technology leadership to ensure successful implementation of new solutions and services.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;Stakeholder Engagement\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Partner with the Associate CIO and OIT leadership to align service delivery with organizational priorities.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Provide operational health reporting and recommendations to leadership based on service performance data.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Participate in service reviews, governance meetings, and strategic planning sessions.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;About Us\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;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.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026amp;nbsp;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026amp;nbsp;\u0026lt;/p\u0026gt;","departments":[{"id":4022038002,"name":"Program Management \u0026 Operations","child_ids":[],"parent_id":null}],"offices":[{"id":4129057002,"name":"DC - DOJ CIV IT","location":"Washington, District of Columbia, United States","child_ids":[],"parent_id":null}],"ai_disclaimer":null,"include_ai_disclaimer":null,"ai_opt_out_request_url":null}