End-User Services Lead

This position may be filled prior to the posted deadline. Interested candidates are encouraged to apply as soon as IT Systems LLC a Koniag Government Services company is seeking an End-User Services Lead to support KITS and our government customer Washington DC. This position requires the candidate to be able to obtain a Public include medical dental and vision insurance 401(k) retirement plan paid time off paid parental leave life and disability insurance flexible spending accounts commuter benefits and tuition End-User Services Lead is the senior technical authority responsible for delivering effective desktop and field support end-user computing engineering and responsive technical assistance to CLIENT staff across the enterprise. This individual leads the end-user services team in providing timely issue resolution and a positive user experience for CLIENTs geographically distributed role requires deep technical expertise in enterprise desktop and end-user computing environments strong leadership skills and the ability to manage a team that delivers consistent high-quality support across CLIENTs on-premises and remote workforce. The End-User Services Lead serves as the primary escalation point for complex end-user computing issues leads end-user services projects and initiatives and ensures that CLIENT staff receive responsive professional and effective technical support at all individual must be capable of operating autonomously diagnosing deciding and resolving within delegated authority without escalation to government personnel for routine or moderately complex matters and must demonstrate expert-level knowledge of enterprise desktop and end-user computing platforms Microsoft 365 end-user services and endpoint management in a Federal Responsibilities:End-User Services Leadership & Operations:Lead the end-user services team in delivering effective desktop and field support across CLIENTs enterprise environmentEstablish and maintain end-user services standards procedures and quality benchmarks aligned with ITIL 4 service management practicesServe as the primary escalation point for complex end-user computing incidents and problemsOversee the full lifecycle of end-user computing incidents from initial contact through resolution and closure ensuring adherence to service level objectivesMonitor end-user services performance metrics and take proactive action to address trends and improve service qualityCoordinate with the Enterprise NOC/Service Desk Manager to ensure seamless escalation and hand-off between Service Desk tiers and field supportDesktop & Field Support:Lead and oversee delivery of Tier 2 and Tier 3 desktop and field support for CLIENT staff across all locationsProvide hands-on technical support for complex end-user computing issues that require senior-level expertiseManage hardware and software installation configuration and troubleshooting for CLIENT workstations laptops mobile devices and peripheralsOversee imaging deployment and refresh of end-user computing devices in coordination with the Microsoft Infrastructure team and Asset Management teamSupport remote workforce computing needs including VPN connectivity remote desktop solutions and cloud-based productivity toolsCoordinate field support activities across CLIENTs geographically distributed locations ensuring consistent service delivery regardless of locationEnd-User Computing Engineering:Lead end-user computing engineering efforts including workstation configuration standards software packaging and deployment automationDevelop and maintain endpoint configuration baselines and compliance standards in alignment with NIST SP 800-53 and CLIENT cybersecurity requirementsCoordinate with the Microsoft Infrastructure Administrator (Senior) on Intune-based device management compliance policy enforcement and application deploymentEvaluate and recommend end-user computing technologies tools and solutions that improve productivity and align with CLIENTs enterprise environmentLead planning and execution of end-user computing refresh and modernization initiativesSupport development and maintenance of standard operating procedures and technical runbooks for end-user services operationsService Desk Integration & Escalation:Serve as the primary escalation bridge between the Service Desk and field support teams ensuring complex issues are routed and resolved efficientlyDevelop and maintain escalation procedures and knowledge base articles that enable Service Desk analysts to resolve issues at the lowest effective tierCoordinate with the Enterprise NOC/Service Desk Manager on ticket queue management backlog prioritization and service level performanceSupport Service Desk analysts with training knowledge transfer and technical guidance on end-user computing topicsContribute to Service Desk first-contact resolution improvements by identifying recurring issues and driving root cause resolutionCustomer Experience & Stakeholder Engagement:Champion a positive end-user experience across all aspects of end-user services deliveryDevelop and maintain communication templates user guides and self-service resources that empower CLIENT staff to resolve common issues independentlyCoordinate with the Customer Success/Service Delivery team on user communications training initiatives and service adoption activitiesGather and analyze end-user feedback and satisfaction data to identify improvement opportunitiesRepresent end-user services in Sprint Reviews stakeholder meetings and service improvement discussionsTeam Leadership & Development:Lead mentor and supervise end-user services team members including desktop support technicians and field engineersAssign and prioritize work across the end-user services team in alignment with Sprint commitments and operational prioritiesEnsure team members are cross-trained and capable of supporting all end-user services functions to maintain coverage continuityConduct quality reviews of team members work to ensure accuracy completeness and adherence to standardsSupport recruitment onboarding and professional development of end-user services team personnelMaintain bench depth and surge capacity to ensure 100% coverage of end-user services functions during leave training and attritionAsset & Inventory Management Support:Coordinate with the Asset/Financial Management team to maintain accurate inventory of end-user computing assets including workstations laptops mobile devices and peripheralsSupport hardware lifecycle management activities including device procurement coordination deployment and dispositionEnsure accurate asset records are maintained in the Government ITSM platform for all end-user computing devicesRequired Qualifications:Experience:Minimum 68 years of hands-on enterprise desktop support and end-user computing experienceDemonstrated experience leading or supervising an end-user services or desktop support team in an enterprise environmentProven experience delivering end-user computing support in a Federal or private-sector enterprise environment of comparable scale complexity and security postureExperience with Microsoft Intune and enterprise endpoint management in a large-scale environmentDemonstrated experience supporting a geographically distributed workforce across multiple locationsExperience with end-user computing engineering including workstation imaging software packaging and deployment automationFamiliarity with ITIL 4 service management practices as applied to end-user services operationsTechnical Expertise:Expert-level proficiency in:Enterprise desktop and laptop support (Windows 10/11)Microsoft 365 end-user applications (Outlook Teams SharePoint OneDrive)Microsoft Endpoint Manager (Intune) device management and complianceEndpoint imaging and deployment tools (e.g. SCCM Autopilot)Hardware troubleshooting and repair (workstations laptops peripherals)Mobile device management and supportRemote support tools and technologiesVPN and remote access technologiesStrong working knowledge of:Microsoft Azure Active Directory (Entra ID) and user managementZero Trust Architecture principles as applied to endpointsNIST SP 800-53 security controls for endpointsITSM platforms (e.g. ServiceNow)ITIL 4 incident change and knowledge management practicesAsset management and hardware lifecycle managementRequired Certifications (Must be current and unexpired throughout performance):Microsoft Certified: Modern Desktop Administrator Associate (MD-102) (required)CompTIA A (required)CompTIA Security (required)Additional preferred certifications:Microsoft Certified: Microsoft 365 Endpoint AdministratorMicrosoft Certified: Azure Administrator Associate (AZ-104)HDI Desktop Support Manager or equivalentITIL 4 FoundationOur Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352