Feb 21
Unspecified
Mid Level Career (5+ yrs experience)
Management
McLean, VA (On-Site/Office)
Location: Richmond, VA
Position Type: Full-time (Onsite with some remote) - Contingent upon award
QSS is seeking an End User Services Manager that will oversee and manage the daily operations of the IT Service Desk, IT Desktop Support, Central Print, and Imaging teams. This role requires a dynamic leader who can motivate, mentor, and guide staff while ensuring operational efficiency and the highest standards of customer service. The manager will be responsible for leading the development of processes, procedures, and strategies to ensure the delivery of top-tier end-user support and satisfaction.
Roles and Responsibilities
• Team Leadership
o Hire, train, and manage the staff across IT Service Desk, Desktop Support, Central Print, and Imaging teams.
o Provide leadership, mentoring, and coaching to foster staff development and succession planning.
o Appraise employee performance, provide feedback, and implement strategies for continuous improvement.
• Supervisory Responsibilities
o Supervise, mentor, and guide team members in alignment with organizational policies and applicable laws.
o Provide feedback and support to develop employee skills and improve team effectiveness.
• Operational Management
o Oversee day-to-day operations of all end-user service functions, ensuring that Service Level Agreements (SLAs) are consistently met.
o Establish and support processes, standards, and procedures to deliver consistent and efficient results from the team.
o Perform tasks such as hiring, training, assigning work, appraising performance, addressing
• Customer Satisfaction & Process Improvement
o Champion customer satisfaction by identifying operational improvements and continuously enhancing team processes and workflows.
o Resolve escalated issues and provide expert guidance on complicated support matters.
• Collaboration & Strategy
o Work closely with the IT management team to develop technology strategies for user support.
o Lead and contribute to cross-departmental teams to improve service delivery across the organization.
• Incident and Disaster Management
o Serve as the primary point of contact and process owner during major incidents involving end-user technology.
o Develop and maintain continuity plans, including alternative work locations, to support operational continuity in case of disasters.
• Vendor & Outsourcing Management
o Establish and manage relationships with vendors and third-party suppliers for end-user service solutions.
o Oversee and manage outsourced contracts and resources to ensure service quality and cost-effectiveness.
• Project Management
o Manage projects assigned to end-user services teams and allocate staff resources as needed.
o Monitor project timelines, budgets, and deliverables to ensure successful outcomes.
Qualifications
• Experience & Knowledge
o Proven experience in IT management or supervisory roles, specifically in IT Service Desk, Desktop Support, or related end-user services.
o Familiarity with Altiris and future ITSM tools is desirable.
o Strong knowledge of service management processes and methodologies (e.g., ITIL).
• Skills
o Excellent communication (both verbal and written) and interpersonal skills.
o Strong analytical and troubleshooting skills with a focus on customer service.
o Proven project management skills with the ability to manage multiple priorities in a fast-paced environment.
o Ability to mentor and coach team members in the adoption of new technologies.
• Education
o Bachelor’s degree in Information Technology, Business, or a related field (preferred).
o IT certifications such as ITIL, HDI, or similar are a plus.
Other Requirements
• Ability to work independently with minimal supervision, managing competing priorities and projects effectively.
• Strong problem-solving abilities, capable of developing and maintaining technical documentation.
• Willingness to continuously learn new technologies and methodologies and share knowledge with team members.
Position Type: Full-time (Onsite with some remote) - Contingent upon award
QSS is seeking an End User Services Manager that will oversee and manage the daily operations of the IT Service Desk, IT Desktop Support, Central Print, and Imaging teams. This role requires a dynamic leader who can motivate, mentor, and guide staff while ensuring operational efficiency and the highest standards of customer service. The manager will be responsible for leading the development of processes, procedures, and strategies to ensure the delivery of top-tier end-user support and satisfaction.
Roles and Responsibilities
• Team Leadership
o Hire, train, and manage the staff across IT Service Desk, Desktop Support, Central Print, and Imaging teams.
o Provide leadership, mentoring, and coaching to foster staff development and succession planning.
o Appraise employee performance, provide feedback, and implement strategies for continuous improvement.
• Supervisory Responsibilities
o Supervise, mentor, and guide team members in alignment with organizational policies and applicable laws.
o Provide feedback and support to develop employee skills and improve team effectiveness.
• Operational Management
o Oversee day-to-day operations of all end-user service functions, ensuring that Service Level Agreements (SLAs) are consistently met.
o Establish and support processes, standards, and procedures to deliver consistent and efficient results from the team.
o Perform tasks such as hiring, training, assigning work, appraising performance, addressing
• Customer Satisfaction & Process Improvement
o Champion customer satisfaction by identifying operational improvements and continuously enhancing team processes and workflows.
o Resolve escalated issues and provide expert guidance on complicated support matters.
• Collaboration & Strategy
o Work closely with the IT management team to develop technology strategies for user support.
o Lead and contribute to cross-departmental teams to improve service delivery across the organization.
• Incident and Disaster Management
o Serve as the primary point of contact and process owner during major incidents involving end-user technology.
o Develop and maintain continuity plans, including alternative work locations, to support operational continuity in case of disasters.
• Vendor & Outsourcing Management
o Establish and manage relationships with vendors and third-party suppliers for end-user service solutions.
o Oversee and manage outsourced contracts and resources to ensure service quality and cost-effectiveness.
• Project Management
o Manage projects assigned to end-user services teams and allocate staff resources as needed.
o Monitor project timelines, budgets, and deliverables to ensure successful outcomes.
Qualifications
• Experience & Knowledge
o Proven experience in IT management or supervisory roles, specifically in IT Service Desk, Desktop Support, or related end-user services.
o Familiarity with Altiris and future ITSM tools is desirable.
o Strong knowledge of service management processes and methodologies (e.g., ITIL).
• Skills
o Excellent communication (both verbal and written) and interpersonal skills.
o Strong analytical and troubleshooting skills with a focus on customer service.
o Proven project management skills with the ability to manage multiple priorities in a fast-paced environment.
o Ability to mentor and coach team members in the adoption of new technologies.
• Education
o Bachelor’s degree in Information Technology, Business, or a related field (preferred).
o IT certifications such as ITIL, HDI, or similar are a plus.
Other Requirements
• Ability to work independently with minimal supervision, managing competing priorities and projects effectively.
• Strong problem-solving abilities, capable of developing and maintaining technical documentation.
• Willingness to continuously learn new technologies and methodologies and share knowledge with team members.
group id: 91142086
