End User Computing Manager

HII•Springfield, MO

About The Position

HII Mission Technologies is seeking an End User Computing Manager to join its team in Springfield, Virginia. The role provides strategic and operational leadership for end-user devices, including their security, performance, and lifecycle management. It advances endpoint services through continual improvement of reliability and user experience. The manager leads approximately ten desktop administrators, overseeing day-to-day support operations and timely, professional handling of incidents, requests, and escalations. The role translates organizational needs into effective support practices and guides the team in providing technical assistance, troubleshooting, patching, and device management across a global enterprise. The manager anticipates business and technology needs and identifies ways to enhance endpoint security, streamline software delivery, and improve device compliance and visibility. The role works with IT Operations, cybersecurity, and engineering teams to align services with enterprise architecture and security requirements while supporting a productive end-user environment. It also develops the team through mentorship, coaching, and performance management, fostering accountability, innovation, and customer focus.

Requirements

At least 7 years of progressive hands-on experience administering and troubleshooting enterprise IT systems, tools, and services.
At least 3 years of experience leading and managing enterprise IT teams.
Experience leading personnel, managing tasks, tracking statuses, and optimizing processes across a geographically distributed IT team.
Experience developing, managing, and documenting service-oriented processes, including Incident Management, Problem Management, Request Management, and Knowledge Management.
Active TS/SCI clearance and the ability to obtain a polygraph.
For Network Communications 2: high school diploma or equivalent and 7 years of relevant experience.
For Network Communications 3: 7 years of relevant experience with a bachelor's degree in a related field, or a high school diploma or equivalent and 9 years of relevant experience.

Nice To Haves

Experience with ServiceNow IT service management modules, including Incident, Problem, Request, and Knowledge.
Experience with ServiceNow asset management modules, including CMDB, ITAM, HAM, and SAM.
Experience leading and managing tasks and personnel across a geographically distributed workforce.
Experience working across multidisciplinary teams and with operational managers, such as IT Operations Managers and Cybersecurity Operations Center Managers, to resolve outages and improve service delivery.

Responsibilities

Provide strategic and operational leadership for end-user devices, including security, performance, and lifecycle management.
Continuously improve endpoint-service reliability and user experience.
Lead approximately ten desktop administrators and oversee daily support operations.
Ensure incidents, requests, and escalations are handled in a timely and professional manner.
Translate organizational needs into effective support practices.
Guide the team in delivering technical assistance, troubleshooting, patching, and device management across a global enterprise.
Anticipate evolving business and technology needs and identify opportunities to improve endpoint security, software delivery, device compliance, and visibility.
Coordinate with IT Operations, cybersecurity, and engineering teams to align with enterprise architecture and security requirements.
Mentor, coach, and manage team performance, promoting accountability, innovation, and customer focus.