Service Desk/End User Services Manager

About the role

We are 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.

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

Qualifications

• 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

Preferred qualifications

• 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)

Pay

The pay range for this position is $110,000.00 – $130,000.00/yr. Individual compensation offered within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

A comprehensive benefits package featuring health coverage, a generous 401(k) match, paid time off, and professional development. Specific offerings vary by employment type and location, but core programs support financial security, health, and work-life balance.

Schedule

This is a fully onsite position in Mc Lean, VA. This position is anticipated to close on Sep 2, 2026.