End-User Services Lead Security Clearance

Position: End-User Services Lead with Security Clearance
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. 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.

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. 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.

Key Responsibilities:

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…