{"id":1962395,"url":"https://alion.io/job/veterans-onsite-deskside-support-manager","title":"Onsite Deskside Support Manager","company":{"id":688531,"name":"Veterans","domain":"veterans.co","url":"https://alion.io/company/veterans-3","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":110000,"max":130000,"currency":"USD","period":"year","gross":null,"usd_annual":130000},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-06T13:49:53Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-15T23:05:22Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Onsite End User Customer Support Manager\nStatus: Exempt\nSalary Range: $110k to $130k\nClearance: Secret\nLocation: 1100 L. Street NW Washington, DC (Onsite - 5 Days per Week)\nClassification: Exempt\nCompensation: $110k/yr - $130k/yr\nClearance: Secret (TS eligible)\nPosition Overview\nWe are seeking an experienced Onsite End User Support Manager to lead a large-scale 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 leadership across multiple offices.\nThe Customer Support Manager will provide strategic and operational leadership for five integrated support teams, including the Help Desk, Asset Management, Deskside Support, Copy Center, and Audio/Video Engineering teams, totaling 35+ technical staff. The mission of these teams is to ensure the reliability, availability, and performance of end-user technology while delivering exceptional customer service.\nThis position serves as the primary operational leader for end-user technology support, partnering closely with the Associate CIO and Office of Information Technology (OIT) leadership to ensure high-quality service delivery, operational transparency, and continuous improvement. The ideal candidate is a hands-on service delivery leader with strong experience managing large technical teams, optimizing ticket operations through ServiceNow, and delivering white-glove support to VIP stakeholders.\nThis 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.\nRequired Qualifications\nMinimum 8 years of IT experience supporting enterprise technology environments.\nMinimum 6 years of management experience, preferably leading Help Desk, Service Desk, or End User Support teams.\nProven experience managing large technical teams (25-40+ staff) in a high-demand support environment.\nExpert-level experience with ServiceNow ticketing systems and service management workflows.\nStrong understanding of ITIL-based service delivery and incident management frameworks.\nBachelor’s degree in Information Technology, Computer Science, or related field.\nActive Secret Security Clearance required.\nRequired Certifications\nHDI Certification (e.g., Support Center Manager or Desktop Support Manager) prior to start.\nOne of the following certifications or equivalent experience:\nMicrosoft Certified Professional (MCP)\nMicrosoft Certified Solutions Associate (MCSA)\nMicrosoft Certified Solutions Expert (MCSE)\nPreferred Qualifications\nITIL Foundation or ITIL 4 Certification\nServiceNow Administrator or Implementation Certification\nExperience supporting federal agencies or government contracting environments\nExperience managing enterprise environments supporting 1,000+ users\nKey Competencies\nCustomer-first service leadership\nLarge team management and workforce development\nServiceNow and enterprise ticket management systems\nVIP customer engagement and executive support\nIncident escalation and problem resolution\nOperational reporting and performance analytics\nProcess improvement and ITIL service management\nKey Responsibilities\nTeam Leadership & Operations\nLead and manage five integrated end-user support teams consisting of 35+ support professionals across help desk, deskside services, asset management, copy center, and A/V engineering.\nProvide daily operational oversight for all user support services supporting equipment and technology used across multiple government offices.\nDevelop team performance goals, conduct coaching and performance reviews, and mentor staff to promote professional development.\nSchedule team assignments and onsite coverage strategically to ensure optimal support across facilities.\nService Delivery Management\nEnsure support services meet or exceed contractual SLAs and performance metrics.\nOversee incident management, service request fulfillment, escalation management, and service restoration processes.\nPrioritize and manage ticket queues in alignment with mission priorities and client expectations.\nAct as the primary escalation point for complex technical or service-related issues.\nDesign and implement quality assurance processes to ensure consistent and high-quality service delivery.\nServiceNow Operations & Reporting\nServe as the subject matter expert for ServiceNow ticket management, reporting, and workflow optimization.\nMonitor operational dashboards and ticket metrics including resolution times, backlog trends, and service performance.\nDevelop data-driven reporting for leadership, including metrics related to:\nTicket lifecycle and resolution times\nAsset inventory and utilization\nIncident trends and service demand\nIdentify opportunities to improve efficiency through automation and workflow improvements.\nCustomer Experience & VIP Support\nServe as the primary customer service champion for the program, promoting a culture of service excellence.\nProvide white-glove support coordination for VIP stakeholders, including senior government leadership and political appointees.\nEngage directly with dissatisfied customers and resolve escalated service issues with professionalism and urgency.\nBuild trusted relationships with attorneys, paralegals, and leadership across supported offices.\nAsset & Operational Logistics\nOversee the asset management lifecycle, including tracking, deployment, and inventory of IT equipment.\nCoordinate logistics for equipment deployment and relocation across supported facilities.\nSupport technology operations for legal proceedings and trials conducted across the United States.\nKnowledge Management & Process Improvement\nMaintain and manage the knowledge base and Standard Operating Procedure (SOP) library for support teams.\nImplement ITIL-aligned service management practices to drive operational maturity.\nIdentify systemic issues and lead root cause analysis and problem management initiatives.\nCollaborate with project teams and technology leadership to ensure successful implementation of new solutions and services.\nStakeholder Engagement\nPartner with the Associate CIO and OIT leadership to align service delivery with organizational priorities.\nProvide operational health reporting and recommendations to leadership based on service performance data.\nParticipate in service reviews, governance meetings, and strategic planning sessions.\nAbout Us\nIntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.\nFor individuals with disabilities who would like to request an accommodation, please contact  or 703-575-9715.","description_format":"text","description_chars":7162,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-10-06T16:07:21Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":8,"expected_fill_days":79,"reasons":["conf:1","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":{"stated_usd_annual":130000,"is_top_pay":false},"html_url":"https://alion.io/job/veterans-onsite-deskside-support-manager","json_url":"https://alion.io/job/veterans-onsite-deskside-support-manager.json","meta":{"generated_at":"2026-10-16T01:36:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2496,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":688531},"rest":"https://alion.io/mcp/rest/get_company?id=688531"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fveterans-onsite-deskside-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fveterans-onsite-deskside-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fveterans-onsite-deskside-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/veterans-onsite-deskside-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fveterans-onsite-deskside-support-manager"}]}