End-User Services Lead

The 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 CLIENT’s geographically distributed workforce., End-User Services Leadership & Operations:

• Lead the end-user services team in delivering effective desktop and field support across CLIENT’s enterprise environment
• Establish and maintain end-user services standards, procedures, and quality benchmarks aligned with ITIL 4 service management practices
• Serve as the primary escalation point for complex end-user computing incidents and problems
• Oversee the full lifecycle of end-user computing incidents, from initial contact through resolution and closure, ensuring adherence to service level objectives
• Monitor end-user services performance metrics and take proactive action to address trends and improve service quality
• Coordinate with the Enterprise NOC/Service Desk Manager to ensure seamless escalation and hand-off between Service Desk tiers and field support

Desktop & Field Support:

• Lead and oversee delivery of Tier 2 and Tier 3 desktop and field support for CLIENT staff across all locations
• Provide hands-on technical support for complex end-user computing issues that require senior-level expertise
• Manage hardware and software installation, configuration, and troubleshooting for CLIENT workstations, laptops, mobile devices, and peripherals
• Oversee imaging, deployment, and refresh of end-user computing devices in coordination with the Microsoft Infrastructure team and Asset Management team
• Support remote workforce computing needs, including VPN connectivity, remote desktop solutions, and cloud-based productivity tools
• Coordinate field support activities across CLIENT’s geographically distributed locations, ensuring consistent service delivery regardless of location

End-User Computing Engineering:

• Lead end-user computing engineering efforts, including workstation configuration standards, software packaging, and deployment automation
• Develop and maintain endpoint configuration baselines and compliance standards in alignment with NIST SP 800-53 and CLIENT cybersecurity requirements
• Coordinate with the Microsoft Infrastructure Administrator (Senior) on Intune-based device management, compliance policy enforcement, and application deployment
• Evaluate and recommend end-user computing technologies, tools, and solutions that improve productivity and align with CLIENT’s enterprise environment
• Lead planning and execution of end-user computing refresh and modernization initiatives
• Support development and maintenance of standard operating procedures and technical runbooks for end-user services operations

Service Desk Integration & Escalation:

• Serve as the primary escalation bridge between the Service Desk and field support teams, ensuring complex issues are routed and resolved efficiently
• Develop and maintain escalation procedures and knowledge base articles that enable Service Desk analysts to resolve issues at the lowest effective tier
• Coordinate with the Enterprise NOC/Service Desk Manager on ticket queue management, backlog prioritization, and service level performance
• Support Service Desk analysts with training, knowledge transfer, and technical guidance on end-user computing topics
• Contribute to Service Desk first-contact resolution improvements by identifying recurring issues and driving root cause resolution

Customer Experience & Stakeholder Engagement:

• Champion a positive end-user experience across all aspects of end-user services delivery
• Develop and maintain communication templates, user guides, and self-service resources that empower CLIENT staff to resolve common issues independently
• Coordinate with the Customer Success/Service Delivery team on user communications, training initiatives, and service adoption activities
• Gather and analyze end-user feedback and satisfaction data to identify improvement opportunities
• Represent end-user services in Sprint Reviews, stakeholder meetings, and service improvement discussions

Team Leadership & Development:

• Lead, mentor, and supervise end-user services team members, including desktop support technicians and field engineers
• Assign and prioritize work across the end-user services team in alignment with Sprint commitments and operational priorities
• Ensure team members are cross-trained and capable of supporting all end-user services functions to maintain coverage continuity
• Conduct quality reviews of team members’ work to ensure accuracy, completeness, and adherence to standards
• Support recruitment, onboarding, and professional development of end-user services team personnel
• Maintain bench depth and surge capacity to ensure 100% coverage of end-user services functions during leave, training, and attrition

Asset & 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 peripherals
• Support hardware lifecycle management activities, including device procurement coordination, deployment, and disposition
• Ensure accurate asset records are maintained in the Government ITSM platform for all end-user computing devices

This 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 CLIENT’s 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 times.

This 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 environment., * Minimum 6-8 years of hands-on enterprise desktop support and end-user computing experience

• Demonstrated experience leading or supervising an end-user services or desktop support team in an enterprise environment
• Proven experience delivering end-user computing support in a Federal or private-sector enterprise environment of comparable scale, complexity, and security posture
• Experience with Microsoft Intune and enterprise endpoint management in a large-scale environment
• Demonstrated experience supporting a geographically distributed workforce across multiple locations
• Experience with end-user computing engineering, including workstation imaging, software packaging, and deployment automation
• Familiarity with ITIL 4 service management practices as applied to end-user services operations

Technical 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 compliance
• Endpoint imaging and deployment tools (e.g., SCCM, Autopilot)
• Hardware troubleshooting and repair (workstations, laptops, peripherals)
• Mobile device management and support
• Remote support tools and technologies
• VPN and remote access technologies
• Strong working knowledge of:
• Microsoft Azure Active Directory (Entra ID) and user management
• Zero Trust Architecture principles as applied to endpoints
• NIST SP 800-53 security controls for endpoints
• ITSM platforms (e.g., ServiceNow)
• ITIL 4 incident, change, and knowledge management practices
• Asset management and hardware lifecycle management

Required 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 Administrator
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• HDI Desktop Support Manager or equivalent
• ITIL 4 Foundation

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Koniag 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 Trust., Koniag 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 visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352