Manager, IT Service Desk & End User Services

Clark Construction is seeking a hands‑on Service Desk Manager to lead and grow our end‑user services function during a period of active transformation. This role serves as the first line of defense for all IT support, owning the full intake experience from initial contact through resolution or escalation. It is an onsite role based in our McLean, VA office.

• Day‑to‑day service desk operations, including SLA performance, ticket queue management, and escalation handling, ensuring smooth operations, data integrity, and security and policy compliance.
• Direct management of internal analysts providing end‑user support and application‑focused triage.
• Implementing and managing an enhanced support model for active construction jobsites, coordinating with regional and project teams on timely technology support.
• Service Now administration, ticket hygiene, queue management, reporting, and process documentation.
• Onboarding and offboarding support in partnership with IT Operations and ITAM.
• Hiring, team development, and innovation as the function grows and changes.
• Escalation routing into Enterprise Applications, Infrastructure, and Asset Management, ensuring issues land in the right hands without falling through the cracks and high‑urgency issues are handled appropriately.
• Coordinate service desk participation in bi‑monthly weekend post‑maintenance testing.
• First‑line troubleshooting and support of IT equipment, including Windows and Apple laptops and desktops, mobile devices and tablets, printers, and conference room equipment.
• Physical intake and coordination of hardware returns, replacements, and repairs – partnering with the IT Asset Management team for lifecycle tracking and processing.

• Bachelor’s degree in Information Technology, Computer Science, or a related field required.
• 5+ years in IT support or service desk operations, with at least 3 years in a supervisory role.
• Hands‑on experience troubleshooting Windows endpoints, mobile devices, and AV/conferencing equipment.
• Demonstrated experience managing a distributed support environment – corporate offices, remote users, and field locations.
• Familiarity with equipment‑handling processes; understanding of how service desk and asset management functions intersect.
• Strong working knowledge of Google Workspace, identity management (Entra  / Okta), and endpoint management tools.
• Service Now experience required – ticket management, reporting, and workflow configuration.
• Clear communicator who can translate technical issues for non‑technical stakeholders at all levels.
• Continuous improvement mindset: documenting, measuring, and optimizing processes.

• Experience supporting field or industrial work forces (construction, engineering, or similar).
• Exposure to enterprise application support (ERP, procurement, or project management platforms).
• Relevant certifications (ITIL, CompTIA, Google Workspace Administrator).

Given that a good portion of your day will be spent at a desk, you should be comfortable with prolonged periods of focused work. The role demands effective communication and sharp visual acuity for reviewing complex documents and performing detailed computer work. You will also move actively throughout the office and travel occasionally to various locations, including dynamic construction sites. The ability to lift and move objects up to 10 pounds regularly, and up to 25 pounds on occasion, is also required.

Your primary workspace will be in our professional office, which has a typical, quiet‑to‑moderate noise and light levels. As part of your work, you may also be required to visit active construction sites. These environments can include exposure to outdoor weather conditions, louder noise, and moving equipment. Your safety is our top priority; you will be expected to follow Clark Construction’s safety policies and procedures, and all applicable laws, at all locations.

Clark promotes a drug‑free workplace. A pre‑employment drug “fitness for duty” screening is required, and the company conducts random quarterly drug “fitness for duty” tests.