Manager, IT Service Desk & End User Services

Clark Construction Group, LLC • McLean, VA

4d • Onsite

About The Position

Clark Construction is seeking a hands-on Service Desk Manager to lead and grow our end-user services function during a period of active transformation. This role serves as the first line of defense for all IT support, owning the full intake experience from initial contact through resolution or escalation. You will directly manage a team of analysts supporting corporate office users and field teams nationwide. We seek a skilled and enthusiastic IT professional to deliver high-quality customer service that enhances the productivity of our colleagues. This is an onsite role based in our McLean, VA office.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field required
• 5+ years in IT support or service desk operations, with at least 3 years in a supervisory role
• Hands-on experience troubleshooting Windows endpoints, mobile devices, and AV/conferencing equipment
• Demonstrated experience managing a distributed support environment - corporate offices, remote users, and field locations
• Familiarity with equipment-handling processes; understanding of how service desk and asset management functions intersect
• Strong working knowledge of Google Workspace, identity management (Entra ID / Okta), and endpoint management tools
• ServiceNow experience required - ticket management, reporting, and workflow configuration
• Clear communicator who can translate technical issues for non-technical stakeholders at all levels
• Continuous improvement mindset: documenting, measuring, and optimizing processes

Nice To Haves

• Experience supporting field or industrial workforces (construction, engineering, or similar)
• Exposure to enterprise application support (ERP, procurement, or project management platforms)
• Relevant certifications (ITIL, CompTIA, Google Workspace Administrator)

Responsibilities

• Day-to-day service desk operations, including SLA performance, ticket queue management, and escalation handling, ensuring smooth operations, data integrity, and security and policy compliance
• Direct management of internal analysts providing end-user support and application-focused triage
• Implementing and managing an enhanced support model for active construction jobsites, coordinating with regional and project teams on timely technology support
• ServiceNow administration, ticket hygiene, queue management, reporting, and process documentation
• Onboarding and offboarding support in partnership with IT Operations and ITAM
• Hiring, team development, and innovation as the function grows and changes
• Escalation routing into Enterprise Applications, Infrastructure, and Asset Management, ensuring issues land in the right hands without falling through the cracks, and high-urgency issues are handled appropriately
• Coordinate service desk participation in bi-monthly weekend post-maintenance testing
• First-line troubleshooting and support of IT equipment, including Windows and Apple laptops and desktops, mobile devices and tablets, printers, and conference room equipment
• Physical intake and coordination of hardware returns, replacements, and repairs -- partnering with the IT Asset Management team for lifecycle tracking and processing

Benefits

• Clark promotes a drug-free workplace.
• Equal Opportunity Employer
• Clark is committed to working with and providing reasonable accommodations to individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager