EUS Operations Lead
Dynanet Corporation
Role Overview The EUS Operations Lead will oversee all End-User Support operations supporting approximately 3,000 end-users, 2,800 Windows devices, 200 Mac devices, and an annual volume of 20,000+ ServiceNow tickets. This role manages the full EUS ecosystem, including Service Desk technicians, system engineers, and asset management staff, while also serving as a hands‑on technical SME capable of resolving escalated issues. What You Will Do Lead daily operations of a three-tiered Service Desk, manage technicians, engineers, and asset management personnel, ensure all incidents, requests, and escalations are handled according to IT Service Management (ServiceNow) standards, and provide direct support for escalated issues involving Windows & Mac OS, mobile devices, printers, peripherals, VoIP phones, and endpoint security tools. Why It Might Be a Fit The ideal candidate has experience leading large, multi-tiered service desk operations, implementing ITIL-based processes, ensuring SLA compliance, and driving continuous improvement, automation, and reporting visibility across a heterogeneous environment. Requirements Bachelor's degree in IT, Computer Science, Engineering, or related field 10+ years of IT operations or end-user support experience 5+ years leading a large-scale service desk or EUS operation Strong understanding of ITIL processes and federal IT governance Experience managing technicians, engineers, and asset management teams Ability to produce operational dashboards and performance reporting Benefits Industry competitive compensation Medical and dental insurance Paid time off / holidays 401(k) retirement plans with matching Paid training Employee referral program Employee development program #J-18808-Ljbffr Dynanet Corporation
Vacancy posted 5 days ago
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