Onsite Deskside Support Manager

Onsite Deskside End User Customer Support Manager Status: Exempt Location: 1100 L. Street NW Washington, DC (Onsite – 5 Days per Week) Classification: Exempt Clearance: Secret (TS eligible) Position Overview We are seeking an experienced Onsite End User or Deskside Support Manager to lead a 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 officials across multiple offices. The Deskside Support Manager will provide strategic and operational leadership for a team of up to 20 technical staff. The mission of these teams is to ensure the reliability, availability, and performance of end-user technology while delivering exceptional customer service. This position serves as the primary operational leader for end-user technology support, partnering closely with the Associate CIO and the Customer Service Manager to ensure high-quality service delivery, operational transparency, SLA compliance, and continuous improvement. The ideal candidate is a hands-on leader with strong experience managing end user technical teams, optimizing ticket operations through ServiceNow, and delivering white-glove support to VIP stakeholders. This 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. Required Qualifications Minimum 8 years of IT experience supporting enterprise technology environments. Minimum 6 years of management experience, preferably leading Help Desk, Service Desk, or End User Support teams. Proven experience managing medium-sized technical teams (15-25 staff) in a high-demand support environment. Expert-level experience with ServiceNow ticketing systems and service management workflows. Strong understanding of ITIL-based service delivery and incident management frameworks. Bachelor’s degree in Information Technology, Computer Science, or related field. Active Secret Security Clearance required. Required Certifications CompTIA+ One of the following certifications or equivalent experience: Microsoft Certified Professional (MCP) Microsoft Certified Solutions Associate (MCSA) Microsoft Certified Solutions Expert (MCSE) Preferred Qualifications ITIL Foundation or ITIL 4 Certification ServiceNow Administrator or Implementation Certification Experience supporting federal agencies or government contracting environments <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","46976924