EUS Operations Lead

Job Title:

End User Support (EUS) Operations Lead

Job Type: Full-time

Location:

Bethesda, MD

Dynanet started with a focus on IT infrastructure and operations, helping organizations enhance their networks and overcome the limitations of 1990s technology. From strengthening communication channels to introducing innovative ways to collaborate and share information, Dynanet played a crucial role in shaping the early stages of digital transformation. The company’s efforts helped organizations build the very fabric of connectivity that now powers our modern world.

Over the last three decades, Dynanet has grown into a trusted partner for organizations looking to innovate boldly and transform seamlessly. While technology continues to evolve and unlock new opportunities, for nearly 30 years, Dynanet remains committed to delivering cutting‑edge solutions that drive lasting change for its customers. Through agility, foresight, and an unwavering dedication to excellence, Dynanet continues to empower organizations to thrive in a rapidly changing digital landscape.

Our story is more than just a story of technology – it’s a story of vision, growth, and transformation that has shaped the past and continues to pave the way for the future.

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+ Service Now 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.

• 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 (Service Now) 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 (Bit Locker, 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…