Hiring: IT Service Desk & End User Services Manager Company: Green Key Resources Location: McLean, VA Job Posted Time: 2026-09-03 10:32:54 Employment Type: Remote Target Skills & Keywords : Okta, ServiceNow, User Experience About the job Experience: •6+ years preferred; minimum 3 years of direct leadership/management experience •6+ years of IT support/service desk experience preferred, though candidates with less experience may be considered if they have strong leadership experience. •3 years of direct people management experience; 5+ years preferred. •Minimum 3 years of direct leadership/management experience •Minimum 3 years of direct people management experience; 5+ years preferred. Required Skills: •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. •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. •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. Qualifications: •Bachelor's degree in Information Technology, Computer Science, or a related field preferred. •Proven experience leading, mentoring, and developing IT support teams. •Strong experience with ServiceNow is required, including ticket management, reporting, workflows, and queue management. •Hands-on experience troubleshooting Windows endpoints, mobile devices, AV/conferencing technology, and other end-user equipment. •In-depth knowledge of identity and access management technologies such as Okta or Entra ID. •Operational 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. •The strongest candidates will have experience with both outsourced and in-house IT support environments and understand the benefits and challenges of each model. Compensation: •$100,000 - $135,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!