Enterprise Service Manager

Akima, LLC•Herndon, VA

86d•Onsite

About The Position

Akima Global Technology (AGT) is seeking an Enterprise Support Services Manager to drive the delivery of enterprise computing services across geographically dispersed and mission-critical environments. With oversight of Field Services, Mobile Device Management (MDM), Asset Management, and Endpoint Engineering, this role ensures secure, reliable, and high-performing IT capabilities that directly support mission execution. The Enterprise Support Services Manager enables mission success by ensuring seamless user access to IT services and devices, delivering responsive, scalable support while upholding compliance and operational excellence.

Requirements

Ability to obtain and maintain DHS suitability and any required clearances.
Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.
Minimum of 10 years of progressive experience in IT operations, end-user services, or enterprise support environments.
5+ years of experience managing enterprise field services and endpoint support teams.
Demonstrated experience managing Mobile Device Management (MDM) platforms (e.g. Microsoft Intune or VMware Workspace ONE).
Strong knowledge of ITIL v4 practices including Incident, Request, Problem, and Asset Management.
Proven experience implementing endpoint engineering practices including OS imaging, patch management, configuration baselines, and endpoint security.

Nice To Haves

Prior experience supporting TSA programs or DHS operational components.
Master’s degree in IT, Computer Science, or related engineering field.
PMP, ITIL v4 Intermediate and/or Agile/Scrum certifications.
Microsoft Endpoint Manager / Intune Certification.
Experience supporting enterprise field services teams geographically dispersed.
Familiarity with Zero Trust Architecture.
Familiarity with PowerShell or automation tools.
Familiarity with Azure or AWS cloud environments.
Knowledge of asset lifecycle and compliance reporting systems.

Responsibilities

Lead and manage end-user services operations, ensuring consistent, high-quality service delivery across all locations.
Manage field service operations, including break-fix, IMAC (install, move, add, change), and on-site technical support.
Oversee mobile device management (MDM) platforms, ensuring compliance with Zero Trust, DHS, and NIST standards.
Manage enterprise IT asset lifecycle, including procurement, tracking, inventory control, refresh, and disposal.
Lead endpoint engineering efforts including system imaging, patching, configuration management, and endpoint security.
Enforce ITIL v4 practices across incident, request, problem, and asset management processes.
Ensure compliance with FISMA, DHS, and agency-specific cybersecurity requirements.
Oversee SLA compliance, performance reporting, and continuous service improvement initiatives.
Coordinate with network, cloud, cybersecurity, and infrastructure teams to ensure integrated service delivery.
Provide executive-level reporting and stakeholder communication on service performance.