End User Computer Lead

Everest Recruiting

Responsibilities:

  • Lead and manage End User Support Operations for a large federal client, ensuring high-quality service delivery, client satisfaction, and compliance with service level agreements (SLAs).
  • Collaborate closely with federal client stakeholders to understand their specific end user computing requirements, business objectives, and security compliance needs.
  • Develop and implement comprehensive end user support strategies that align with the client’s goals and adhere to federal guidelines and regulations.
  • Oversee a team responsible for providing technical support to over 6000 end users, including troubleshooting hardware and software issues, device management, and remote assistance.
  • Lead the management of equipment depots, tech bars, device lockers, and field support services to provide convenient and efficient support options for end users.
  • Ensure effective communication between the support team, cross-functional IT teams, and federal client representatives.
  • Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of end user support operations, identify areas for improvement, and implement corrective actions as needed.
  • Collaborate with cross-functional teams to develop and enforce device management practices, security measures, and compliance with federal IT standards.
  • Provide leadership to support technicians, helpdesk personnel, and support staff, ensuring effective communication, training, and performance management.
  • Stay informed about industry trends, emerging technologies, and federal regulations to continuously enhance end user support strategies.
  • Provide regular updates and reporting to federal clients on the status of end user support operations, SLAs, and improvement initiatives.
  • Manage budgets and resource allocation for end user support operations, including staffing, tools, and training.
  • Provide expert guidance to the federal client on end user computing management, ITIL principles, and strategies for optimizing support services.

Qualifications:

  • Bachelor’s degree in Information Technology, Business Administration, or a related field. Master’s degree preferred.
  • Minimum of 7-10 years of experience in end user support operations management, with a strong focus on federal clients.
  • Proven experience working with large federal clients in the Washington D.C. area or proximate Virginia, demonstrating a deep understanding of their end user computing needs and compliance requirements.
  • Successful track record of managing End User Support Operations for a federal client supporting more than 6000 end users in dispersed offices and remote locations.
  • Deep familiarity with supporting government-issued and privately-owned devices, equipment depots, tech bars, device lockers, and field support services.
  • Valid ITIL v3 or ITIL v4 certification or similar relevant certifications are required.
  • Strong leadership and team management skills, with a demonstrated ability to lead and motivate end user support teams.
  • Excellent communication skills, both written and verbal, with the ability to interact effectively with technical and non-technical stakeholders.
  • Knowledge of federal IT security standards, compliance regulations, and guidelines (NIST, FISMA, etc.).
  • Proficiency in incident management, problem-solving, and ITIL-based service improvement methodologies.
  • Analytical mindset with a focus on continuous improvement and optimization of end user support operations.
  • Willingness to live in the Washington D.C. metropolitan area and manage end user support operations.

Job Type: Full-time

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance

Experience:

  • 6000 end users and data center operations: 5 years (Required)

License/Certification:

  • ITIL Certification (Required)
  • U.S. Citizenship (Required)

Work Location: In person