Onsite Deskside End User Customer Support Manager

Status: Exempt

Location: 1100 L. Street NW Washington, DC (Onsite – 5 Days per Week)

Classification: Exempt

Clearance: Secret (TS eligible)

Position Overview

We are seeking an experienced Onsite End User or Deskside Support Manager to lead a 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 officials across multiple offices.

The Deskside Support Manager will provide strategic and operational leadership for a team of up to 20 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 the Customer Service Manager to ensure high-quality service delivery, operational transparency, SLA compliance, and continuous improvement. The ideal candidate is a hands-on leader with strong experience managing end user 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.

Required Qualifications

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 medium-sized technical teams (15-25 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.

Required Certifications

CompTIA+
One of the following certifications or equivalent experience:
Microsoft Certified Professional (MCP)
Microsoft Certified Solutions Associate (MCSA)
Microsoft Certified Solutions Expert (MCSE)

Preferred Qualifications

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

Key Competencies

Customer-first leadership
Escalation management
Medium-sized team management and workforce development
ServiceNow and enterprise ticket management systems
VIP customer engagement and executive support
Incident escalation and problem resolution
Operational reporting and performance analytics
Process improvement and ITIL service management

Key Responsibilities

Team Leadership & Operations

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.

Service Delivery Management

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.

ServiceNow Operations & Reporting