Onsite End User Customer Support Manager

IntelliDyne•Washington, DC

16h•$110,000 - $130,000•Hybrid

About The Position

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. 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. 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. 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.

Requirements

Minimum 8 years of IT experience supporting enterprise technology environments.
Minimum 6 years of management experience, preferably leading Help Desk, Service Desk, or End User Support teams.
Proven experience managing large technical teams (25–40+ staff) in a high-demand support environment.
Expert-level experience with ServiceNow ticketing systems and service management workflows.
Strong understanding of ITIL-based service delivery and incident management frameworks.
Bachelor’s degree in Information Technology, Computer Science, or related field.
Active Secret Security Clearance required.
HDI Certification (e.g., Support Center Manager or Desktop Support Manager) prior to start.
One of the following certifications or equivalent experience: Microsoft Certified Professional (MCP) Microsoft Certified Solutions Associate (MCSA) Microsoft Certified Solutions Expert (MCSE)

Nice To Haves

ITIL Foundation or ITIL 4 Certification
ServiceNow Administrator or Implementation Certification
Experience supporting federal agencies or government contracting environments
Experience managing enterprise environments supporting 1,000+ users

Responsibilities

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.
Provide daily operational oversight for all user support services supporting equipment and technology used across multiple government offices.
Develop team performance goals, conduct coaching and performance reviews, and mentor staff to promote professional development.
Schedule team assignments and onsite coverage strategically to ensure optimal support across facilities.
Ensure support services meet or exceed contractual SLAs and performance metrics.
Oversee incident management, service request fulfillment, escalation management, and service restoration processes.
Prioritize and manage ticket queues in alignment with mission priorities and client expectations.
Act as the primary escalation point for complex technical or service-related issues.
Design and implement quality assurance processes to ensure consistent and high-quality service delivery.
Serve as the subject matter expert for ServiceNow ticket management, reporting, and workflow optimization.
Monitor operational dashboards and ticket metrics including resolution times, backlog trends, and service performance.
Develop data-driven reporting for leadership, including metrics related to: Ticket lifecycle and resolution times Asset inventory and utilization Incident trends and service demand
Identify opportunities to improve efficiency through automation and workflow improvements.
Serve as the primary customer service champion for the program, promoting a culture of service excellence.
Provide white-glove support coordination for VIP stakeholders, including senior government leadership and political appointees.
Engage directly with dissatisfied customers and resolve escalated service issues with professionalism and urgency.
Build trusted relationships with attorneys, paralegals, and leadership across supported offices.
Oversee the asset management lifecycle, including tracking, deployment, and inventory of IT equipment.
Coordinate logistics for equipment deployment and relocation across supported facilities.
Support technology operations for legal proceedings and trials conducted across the United States.
Maintain and manage the knowledge base and Standard Operating Procedure (SOP) library for support teams.
Implement ITIL-aligned service management practices to drive operational maturity.
Identify systemic issues and lead root cause analysis and problem management initiatives.
Collaborate with project teams and technology leadership to ensure successful implementation of new solutions and services.
Partner with the Associate CIO and OIT leadership to align service delivery with organizational priorities.
Provide operational health reporting and recommendations to leadership based on service performance data.
Participate in service reviews, governance meetings, and strategic planning sessions.