Manager, IT Service Desk & End User Services

Clark Construction is 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.

This is an onsite role based in our McLean, VA office.

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

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)

The work environment and requirements described below are representative of those necessary for an employee to successfully perform the essential functions of this role.

The Physical Side of the Role: Given that a good portion of your day will be spent at a desk, you should be comfortable with prolonged periods of focused work, whether it's collaborating with colleagues, analyzing data, or developing strategies. The role demands effective communication and sharp visual acuity for reviewing complex documents and performing detailed computer work. While there are times for quiet concentration, you'll also be expected to move actively throughout the office and travel occasionally to various locations, including dynamic construction sites, utilizing different modes of transportation. The ability to lift and move objects up to 10 pounds regularly, and up to 25 pounds on occasion (think a box of files or small office equipment), is also required.

Your Work Environment: Your primary workspace will be in our professional office, which has a typical, quiet-to-moderate noise and light levels. As part of your work, you may also be required to visit active construction sites. These environments are naturally more dynamic and can include exposure to outdoor weather conditions, louder noise, and moving equipment. Your safety is our top priority, and you'll be expected to follow Clark Construction's safety policies and procedures, and all applicable laws, at all locations.

Our High-Performing Culture: This is a demanding, high-performance environment. We are looking for candidates who are energized by challenge, thrive under pressure, and are prepared to do what it takes to achieve exceptional results. Success in this role requires significant commitment, including flexibility to work extended hours, especially during critical project phases or client deadlines. Beyond regular working hours, there will be occasions where business needs require your attention, particularly for time-sensitive matters or emergencies. You are expected to monitor and respond to communications (phone calls, emails, text messages) as required to address these situations effectively. Your ability to manage these expectations and be responsive when critical issues arise is key to your success in this role and our collective success as a team.

A Drug Free Workplace: Clark promotes a drug free workplace. A pre-employment drug "fitness for duty" screening is required, and the company conducts random quarterly drug "fitness for duty" tests.

#LI-CO2

Clark Construction Group is one of the largest building and infrastructure companies in the United States.

Our portfolio spans every major building market, from public to private, corporate to cultural, education to entertainment, and the infrastructure connecting it all - power, transportation, water, and roadways. Since 1906, we've been delighting and delivering value to our clients and project partners, providing diverse opportunities for our team, and strengthening the communities where we live.

With offices strategically located across the country, we pride ourselves on being a local builder with national reach.

Learn more about Clark Construction ( .

There is a sense of camaraderie that comes with delivering impactful projects as a team. It creates a sense of humility and fosters pride in the work we do. At Clark, we are proud to build what matters, together.

Learn more about careers at Clark ( .

Find even more opportunities with the Clark Group, our collection of companies - delivering construction and asset solutions for clients across the United States.

Clark Group's capabilities span the entire asset lifecycle - from project development and financing to construction and facility maintenance.

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Equal Opportunity Employer

Clark Construction Group, LLC (and its subsidiaries and affiliates) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Clark promotes a drug-free workplace.?

Applicants have rights under Federal Employment Laws: Family and Medical Leave Act (FMLA), Equal Employment Opportunity (EEO), and Employee Polygraph Protection Act (EPPA).

Clark is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please email? View email address on click.appcast.io ?or call View phone number on click.appcast.io and let us know the nature of your request and your contact information.

Authorization to Work

Applicants must be currently authorized to work in the US on a full-time basis in order to be considered.

Equal Opportunity Employer:

Clark Construction Group, LLC, (subsidiaries and affiliates) is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Clark Construction promotes a drug-free workplace.