Onsite End User Customer Support Manager

📋 Description

• Lead and manage five integrated end-user support teams totaling 35+ staff across help desk, deskside services, asset management, copy center, and A/V engineering.
• Oversee end-user tech support across multiple offices for attorneys, paralegals, and leaders.
• Partner with CIO/OIT to ensure high-quality service delivery and transparency.
• Provide hands-on service delivery leadership with ServiceNow and VIP stakeholder support.
• Analyze metrics, improve workflows, and maintain SLAs.

🎯 Requirements

• Minimum 8 years IT experience in enterprise environments.
• Minimum 6 years management experience leading Help Desk or End User Support teams.
• Proven experience managing large technical teams (25-40+ staff).
• Expert ServiceNow ticketing systems and workflows.
• Strong ITIL-based service delivery and incident management.
• Bachelor's degree in IT, CS, or related field; Active Secret Clearance.

🎁 Benefits

• Top Workplace designation and inclusive culture.
• Disability accommodations available.
• Opportunity to support federal government programs nationwide.