Service Desk/End User Services Manager

Description

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.

Key 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

Additional Skills & Qualifications

Basic 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)

Job Type & Location

This is a Permanent position based out of Mc Lean, VA.

The pay range for this position is $110000.00 - $130000.00/yr.

Individual compensation offered for this position 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.

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.

This is a fully onsite position in Mc Lean,VA.

This position is anticipated to close on Sep 2, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.