End-User Services Lead

Koniag Government Services, LLC•Washington, DC

4d•$130,000 - $144,000•Onsite

About The Position

Koniag IT Systems, LLC a Koniag Government Services company, is seeking an End-User Services Lead to support KITS and our government customer Washington, DC. This position requires the candidate to be able to obtain a Public Trust. The End-User Services Lead is the senior technical authority responsible for delivering effective desktop and field support, end-user computing engineering, and responsive technical assistance to CLIENT staff across the enterprise. This individual leads the end-user services team in providing timely issue resolution and a positive user experience for CLIENT's geographically distributed workforce. This role requires deep technical expertise in enterprise desktop and end-user computing environments, strong leadership skills, and the ability to manage a team that delivers consistent, high-quality support across CLIENT's on-premises and remote workforce. The End-User Services Lead serves as the primary escalation point for complex end-user computing issues, leads end-user services projects and initiatives, and ensures that CLIENT staff receive responsive, professional, and effective technical support at all times. This individual must be capable of operating autonomously — diagnosing, deciding, and resolving within delegated authority without escalation to government personnel for routine or moderately complex matters — and must demonstrate expert-level knowledge of enterprise desktop and end-user computing platforms, Microsoft 365 end-user services, and endpoint management in a Federal environment.

Requirements

Minimum 6–8 years of hands-on enterprise desktop support and end-user computing experience
Demonstrated experience leading or supervising an end-user services or desktop support team in an enterprise environment
Proven experience delivering end-user computing support in a Federal or private-sector enterprise environment of comparable scale, complexity, and security posture
Experience with Microsoft Intune and enterprise endpoint management in a large-scale environment
Demonstrated experience supporting a geographically distributed workforce across multiple locations
Experience with end-user computing engineering, including workstation imaging, software packaging, and deployment automation
Familiarity with ITIL 4 service management practices as applied to end-user services operations
Expert-level proficiency in: Enterprise desktop and laptop support (Windows 10/11)
Expert-level proficiency in: Microsoft 365 end-user applications (Outlook, Teams, SharePoint, OneDrive)
Expert-level proficiency in: Microsoft Endpoint Manager (Intune) — device management and compliance
Expert-level proficiency in: Endpoint imaging and deployment tools (e.g., SCCM, Autopilot)
Expert-level proficiency in: Hardware troubleshooting and repair (workstations, laptops, peripherals)
Expert-level proficiency in: Mobile device management and support
Expert-level proficiency in: Remote support tools and technologies
Expert-level proficiency in: VPN and remote access technologies
Strong working knowledge of: Microsoft Azure Active Directory (Entra ID) and user management
Strong working knowledge of: Zero Trust Architecture principles as applied to endpoints
Strong working knowledge of: NIST SP 800-53 security controls for endpoints
Strong working knowledge of: ITSM platforms (e.g., ServiceNow)
Strong working knowledge of: ITIL 4 incident, change, and knowledge management practices
Strong working knowledge of: Asset management and hardware lifecycle management
Microsoft Certified: Modern Desktop Administrator Associate (MD-102) (required)
CompTIA A+ (required)
CompTIA Security+ (required)

Nice To Haves

Microsoft Certified: Microsoft 365 Endpoint Administrator
Microsoft Certified: Azure Administrator Associate (AZ-104)
HDI Desktop Support Manager or equivalent
ITIL 4 Foundation

Responsibilities

Lead the end-user services team in delivering effective desktop and field support across CLIENT's enterprise environment
Establish and maintain end-user services standards, procedures, and quality benchmarks aligned with ITIL 4 service management practices
Serve as the primary escalation point for complex end-user computing incidents and problems
Oversee the full lifecycle of end-user computing incidents, from initial contact through resolution and closure, ensuring adherence to service level objectives
Monitor end-user services performance metrics and take proactive action to address trends and improve service quality
Coordinate with the Enterprise NOC/Service Desk Manager to ensure seamless escalation and hand-off between Service Desk tiers and field support
Lead and oversee delivery of Tier 2 and Tier 3 desktop and field support for CLIENT staff across all locations
Provide hands-on technical support for complex end-user computing issues that require senior-level expertise
Manage hardware and software installation, configuration, and troubleshooting for CLIENT workstations, laptops, mobile devices, and peripherals
Oversee imaging, deployment, and refresh of end-user computing devices in coordination with the Microsoft Infrastructure team and Asset Management team
Support remote workforce computing needs, including VPN connectivity, remote desktop solutions, and cloud-based productivity tools
Coordinate field support activities across CLIENT's geographically distributed locations, ensuring consistent service delivery regardless of location
Lead end-user computing engineering efforts, including workstation configuration standards, software packaging, and deployment automation
Develop and maintain endpoint configuration baselines and compliance standards in alignment with NIST SP 800-53 and CLIENT cybersecurity requirements
Coordinate with the Microsoft Infrastructure Administrator (Senior) on Intune-based device management, compliance policy enforcement, and application deployment
Evaluate and recommend end-user computing technologies, tools, and solutions that improve productivity and align with CLIENT's enterprise environment
Lead planning and execution of end-user computing refresh and modernization initiatives
Support development and maintenance of standard operating procedures and technical runbooks for end-user services operations
Serve as the primary escalation bridge between the Service Desk and field support teams, ensuring complex issues are routed and resolved efficiently
Develop and maintain escalation procedures and knowledge base articles that enable Service Desk analysts to resolve issues at the lowest effective tier
Coordinate with the Enterprise NOC/Service Desk Manager on ticket queue management, backlog prioritization, and service level performance
Support Service Desk analysts with training, knowledge transfer, and technical guidance on end-user computing topics
Contribute to Service Desk first-contact resolution improvements by identifying recurring issues and driving root cause resolution
Champion a positive end-user experience across all aspects of end-user services delivery
Develop and maintain communication templates, user guides, and self-service resources that empower CLIENT staff to resolve common issues independently
Coordinate with the Customer Success/Service Delivery team on user communications, training initiatives, and service adoption activities
Gather and analyze end-user feedback and satisfaction data to identify improvement opportunities
Represent end-user services in Sprint Reviews, stakeholder meetings, and service improvement discussions
Lead, mentor, and supervise end-user services team members, including desktop support technicians and field engineers
Assign and prioritize work across the end-user services team in alignment with Sprint commitments and operational priorities
Ensure team members are cross-trained and capable of supporting all end-user services functions to maintain coverage continuity
Conduct quality reviews of team members' work to ensure accuracy, completeness, and adherence to standards
Support recruitment, onboarding, and professional development of end-user services team personnel
Maintain bench depth and surge capacity to ensure 100% coverage of end-user services functions during leave, training, and attrition
Coordinate with the Asset/Financial Management team to maintain accurate inventory of end-user computing assets, including workstations, laptops, mobile devices, and peripherals
Support hardware lifecycle management activities, including device procurement coordination, deployment, and disposition
Ensure accurate asset records are maintained in the Government ITSM platform for all end-user computing devices