IT Service Desk Manager

IT Service Desk & End User Services Manager Location: McLean, VA Schedule: Onsite Experience: 6+ years preferred; minimum 3 years of direct leadership/management experience Industry: Professional Services / Construction Position Overview We are seeking a hands-on IT Service Desk & End User Services Manager to lead and develop a high-performing end-user support function during a period of growth and transformation. This is a highly visible leadership role for someone who can balance people leadership, operational excellence, technical problem-solving, and strategic planning. The ideal candidate is not simply a manager—they are someone who is comfortable rolling up their sleeves, troubleshooting issues alongside their team, mentoring employees, managing performance, and continuously improving service delivery. The current support organization includes a distributed team supporting corporate and field-based users. The successful candidate will also play an important role in evaluating the current service delivery model and determining whether the organization should continue utilizing an outsourced support structure or transition the function in-house. Key Responsibilities Lead day-to-day IT Service Desk and End User Services operations, including ticket queues, SLAs, escalations, reporting, and overall service quality. Directly manage, mentor, and develop a distributed team of IT support professionals. Establish performance expectations, conduct performance management, and create opportunities for employee development and growth. Evaluate the effectiveness of the current outsourced service desk model and make recommendations regarding continued outsourcing versus bringing the function in-house. Assess staffing needs and build a high-performing internal support organization as business needs evolve. Partner with IT leadership and other technical teams to ensure escalated issues are routed appropriately and resolved efficiently. Manage and continuously improve ServiceNow processes, workflows, ticket hygiene, reporting, and documentation. Provide hands-on troubleshooting and support for Windows and Apple computers, mobile devices, tablets, printers, conference room/AV equipment, and other end-user technology. Support onboarding and offboarding activities in partnership with IT Operations and Asset Management. Oversee hardware intake, returns, replacements, repairs, and coordination with asset management teams. Develop and implement support processes for employees working in corporate offices, remote environments, and field locations. Monitor service metrics and identify opportunities to improve efficiency, responsiveness, and the overall end-user experience. Participate in scheduled after-hours/weekend maintenance testing and other technology initiatives as needed. Hire, onboard, coach, and develop team members as the function continues to evolve. Serve as a trusted partner to business leaders and translate technical issues into clear, understandable business terms. Qualifications Bachelor's degree in Information Technology, Computer Science, or a related field preferred. 6+ years of IT support/service desk experience preferred, though candidates with less experience may be considered if they have strong leadership experience. Minimum 3 years of direct people management experience; 5+ years preferred. Proven experience leading, mentoring, and developing IT support teams. Strong experience with ServiceNow is required, including ticket management, reporting, workflows, and queue management. Experience managing performance, setting expectations, and holding team members accountable. Hands-on experience troubleshooting Windows endpoints, mobile devices, AV/conferencing technology, and other end-user equipment. Experience supporting distributed teams, including corporate offices, remote employees, and field-based users. Strong understanding of identity and access management technologies such as Okta or Entra ID. Familiarity with Google Workspace and endpoint management tools. Strong communication and interpersonal skills with the ability to work effectively with both technical and non-technical stakeholders. Demonstrated ability to identify problems, develop solutions, and implement process improvements. Highly organized with strong attention to service quality, documentation, compliance, and operational efficiency. Ideal Background The strongest candidates will have experience with both outsourced and in-house IT support environments and understand the benefits and challenges of each model. We are especially interested in candidates who have: Built or significantly expanded a service desk/support team. Transitioned a support function between outsourced and internal models. Managed vendor relationships and evaluated service delivery. Developed employees through mentorship, coaching, and structured performance management. Worked in a fast-paced environment where priorities can change quickly. A true roll-up-your-sleeves leadership style and willingness to get involved in the technical details when needed. This is an excellent opportunity for an experienced IT Service Desk leader who enjoys building teams, improving processes, and making a measurable impact on the end-user experience. #J-18808-Ljbffr