Job Type
Full-time
Description
Position Details:Job Title: End User Support (EUS) Operations Lead
Job Type: Full-time
Location: Bethesda, MD
About the Role:The End User Support (EUS) Operations Lead will oversee all End-User Support operations supporting approximately 3,000 end-users, 2,800 Windows devices, 200 Mac devices, and an annual volume of 20,000+ ServiceNow tickets. This role manages the full EUS ecosystem, including Service Desk technicians, system engineers, and asset management staff, while also serving as a hands-on technical SME capable of resolving escalated issues.
The ideal candidate has experience leading large, multi-tiered service desk operations, implementing ITIL-based processes, ensuring SLA compliance, and driving continuous improvement, automation, and reporting visibility across a heterogeneous environment.
Roles & Responsibilities:- Lead daily operations of a three-tiered Service Desk supporting users across on-campus and off-campus locations.
- Manage technicians, engineers, and asset management personnel; oversee scheduling, workload distribution, and performance.
- Ensure all incidents, requests, and escalations are handled according to IT Service Management (ServiceNow) standards.
- Maintain strict adherence to response and resolution timelines (Critical ? Low).
- Oversee ticket categorization, prioritization, CTI accuracy, and quality control.
- Provide direct support for escalated issues involving:
- Windows & Mac OS
- Mobile devices (iOS, Windows)
- Printers, peripherals, VoIP phones
- Endpoint security tools (BitLocker, McAfee ePO, etc.)
- Remote support tools (Bomgar, Apple Remote Desktop, SCCM, Casper)
- Support imaging, deployment, troubleshooting, and configuration of desktops/laptops.
- Ensure compliance with COE, security standards, and change management processes.
- Lead EUS-related projects including deployments, upgrades, refresh cycles, and application rollouts.
- Coordinate the annual refresh of ~25% of division devices.
- Provide project management oversight: planning, tracking, testing, validation, packaging, and deployment.
- Serve as liaison between engineering teams, customer groups, and leadership.
- Oversee full lifecycle management of hardware and software assets.
- Ensure accurate, real-time CMDB and inventory tracking across all devices.
- Manage software provisioning, license tracking, compliance, and forecasting.
- Ensure alignment with Federal security and administrative requirements.
- Establish, maintain, and periodically review SOPs, troubleshooting guides, and knowledge base content.
- Implement ITIL/MOF best practices to optimize efficiency and service quality.
- Ensure consistent documentation of incidents, resolutions, and recurring issues.
- Drive continuous process improvement and quarterly recommendations to the leadership.
- Deliver weekly and monthly performance reports, including:
- SLA compliance
- Ticket trends
- Customer satisfaction
- Deployment schedules
- Asset management reports
- Develop dashboards and metrics to provide management visibility into EUS performance.
- Maintain strong customer relationships across Federal divisions.
- Communicate expectations, progress, risks, and issues to the leadership.
- Ensure high-quality customer service and professional interactions.
Required Professional Skills:- Bachelors degree in IT, Computer Science, Engineering, or related field
- 10+ years of IT operations or end-user support experience.
- 5+ years leading a large-scale service desk or EUS operation.
- Strong understanding of ITIL processes and federal IT governance.
- Experience managing technicians, engineers, and asset management teams.
- Ability to produce operational dashboards and performance reporting.
Preferred Professional Skills:- Experience supporting federal agencies.
- ITIL v3/v4 certification.
- Experience with automation and workflow improvements (Power Automate, SCCM, Jamf, etc.).
- Experience managing large refresh cycles and enterprise deployments.
- Hands-on expertise with:
- Windows & Mac OS
- Mobile device support
- ServiceNow
- SCCM, Active Directory, Group Policy
- Endpoint security tools
Dynanet Team Requirements and Expectations:- Possess Strong written and verbal communication skills.
- Highly organized with the ability to prioritize, balance, and effectively advance multiple competing priorities in a high-volume, fast-paced environment.
- Ability to interact in a professional and collaborative manner with fellow Dynanet Teammates and the clients, and business partners that we work with.
- Ability and desire to challenge and educate yourself to support and advance IT services delivery in the Federal agencies we serve.
- Excellent judgment and creative problem-solving skills.
- Respond to team member and client requests via email, MS teams, or other communication means during core business hours.
- Active listening skills to understand clients' needs, and collaboration skills to work with other developers and designers.
Education/Experience Requirements:- Bachelor's degree required; Master's preferred.
- Minimum 10 years of relevant experience, including 5 years specialized in federal IT program management.
- Demonstrated experience managing multi-task IT contracts, project development from inception to deployment, and increasing responsibilities in IT systems design/management.
- Experience working with federal agencies and understanding federal IT policies, compliance, and procurement processes.
Employee Benefits Overview:- Industry Competitive Compensation
- Medical and Dental Insurance
- Paid Time Off/Holidays
- 401(k) Retirement Plans with Matching
- Paid Training
- Employee Referral Program
- Employee Development Program
* This position requires regular on-site presence in Bethesda, MD. Position requires ability to obtain and maintain required security clearances for federal facility access.
