About this opportunity
Koniag Government Services lists this End-User Services Lead opportunity in washington, District of Columbia. Review the employer’s description below for duties, qualifications and application requirements.
Job description
This position may be filled prior to the posted deadline. Interested candidates are encouraged to apply as soon as possible.
nKoniag 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.
nBenefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement.
nThe 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.
nThis 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.
nThis 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.
nKey Responsibilities:
nEnd-User Services Leadership & Operations:
nnnLead the end-user services team in delivering effective desktop and field support across CLIENT's enterprise environment
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nnEstablish and maintain end-user services standards, procedures, and quality benchmarks aligned with ITIL 4 service management practices
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nnServe as the primary escalation point for complex end-user computing incidents and problems
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nnOversee the full lifecycle of end-user computing incidents, from initial contact through resolution and closure, ensuring adherence to service level objectives
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nnMonitor end-user services performance metrics and take proactive action to address trends and improve service quality
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nnCoordinate with the Enterprise NOC/Service Desk Manager to ensure seamless escalation and hand-off between Service Desk tiers and field support
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n nDesktop & Field Support:
nnnLead and oversee delivery of Tier 2 and Tier 3 desktop and field support for CLIENT staff across all locations
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nnProvide hands-on technical support for complex end-user computing issues that require senior-level expertise
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nnManage hardware and software installation, configuration, and troubleshooting for CLIENT workstations, laptops, mobile devices, and peripherals
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nnOversee imaging, deployment, and refresh of end-user computing devices in coordination with the Microsoft Infrastructure team and Asset Management team
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nnSupport remote workforce computing needs, including VPN connectivity, remote desktop solutions, and cloud-based productivity tools
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nnCoordinate field support activities across CLIENT's geographically distributed locations, ensuring consistent service delivery regardless of location
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n nEnd-User Computing Engineering:
nnnLead end-user computing engineering efforts, including workstation configuration standards, software packaging, and deployment automation
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nnDevelop and maintain endpoint configuration baselines and compliance standards in alignment with NIST SP 800-53 and CLIENT cybersecurity requirements
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nnCoordinate with the Microsoft Infrastructure Administrator (Senior) on Intune-based device management, compliance policy enforcement, and application deployment
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nnEvaluate and recommend end-user computing technologies, tools, and solutions that improve productivity and align with CLIENT's enterprise environment
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nnLead planning and execution of end-user computing refresh and modernization initiatives
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nnSupport development and maintenance of standard operating procedures and technical runbooks for end-user services operations
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n nService Desk Integration & Escalation:
nnnServe as the primary escalation bridge between the Service Desk and field support teams, ensuring complex issues are routed and resolved efficiently
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nnDevelop and maintain escalation procedures and knowledge base articles that enable Service Desk analysts to resolve issues at the lowest effective tier
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nnCoordinate with the Enterprise NOC/Service Desk Manager on ticket queue management, backlog prioritization, and service level performance
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nnSupport Service Desk analysts with training, knowledge transfer, and technical guidance on end-user computing topics
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nnContribute to Service Desk first-contact resolution improvements by identifying recurring issues and driving root cause resolution
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n nCustomer Experience & Stakeholder Engagement:
nnnChampion a positive end-user experience across all aspects of end-user services delivery
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nnDevelop and maintain communication templates, user guides, and self-service resources that empower CLIENT staff to resolve common issues independently
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nnCoordinate with the Customer Success/Service Delivery team on user communications, training initiatives, and service adoption activities
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nnGather and analyze end-user feedback and satisfaction data to identify improvement opportunities
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nnRepresent end-user services in Sprint Reviews, stakeholder meetings, and service improvement discussions
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n nTeam Leadership & Development:
nnnLead, mentor, and supervise end-user services team members, including desktop support technicians and field engineers
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nnAssign and prioritize work across the end-user services team in alignment with Sprint commitments and operational priorities
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nnEnsure team members are cross-trained and capable of supporting all end-user services functions to maintain coverage continuity
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nnConduct quality reviews of team members' work to ensure accuracy, completeness, and adherence to standards
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nnSupport recruitment, onboarding, and professional development of end-user services team personnel
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nnMaintain bench depth and surge capacity to ensure 100% coverage of end-user services functions during leave, training, and attrition
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n nAsset & Inventory Management Support:
nnnCoordinate with the Asset/Financial Management team to maintain accurate inventory of end-user computing assets, including workstations, laptops, mobile devices, and peripherals
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nnSupport hardware lifecycle management activities, including device procurement coordination, deployment, and disposition
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nnEnsure accurate asset records are maintained in the Government ITSM platform for all end-user computing devices
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n nRequired Qualifications:
nExperience:
nnnMinimum 6-8 years of hands-on enterprise desktop support and end-user computing experience
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nnDemonstrated experience leading or supervising an end-user services or desktop support team in an enterprise environment
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nnProven experience delivering end-user computing support in a Federal or private-sector enterprise environment of comparable scale, complexity, and security posture
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nnExperience with Microsoft Intune and enterprise endpoint management in a large-scale environment
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nnDemonstrated experience supporting a geographically distributed workforce across multiple locations
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nnExperience with end-user computing engineering, including workstation imaging, software packaging, and deployment automation
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nnFamiliarity with ITIL 4 service management practices as applied to end-user services operations
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n nTechnical Expertise:
nnnExpert-level proficiency in:
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nnEnterprise desktop and laptop support (Windows 10/11)
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nnMicrosoft 365 end-user applications (Outlook, Teams, SharePoint, OneDrive)
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nnMicrosoft Endpoint Manager (Intune) - device management and compliance
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nnEndpoint imaging and deployment tools (e.g., SCCM, Autopilot)
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nnHardware troubleshooting and repair (workstations, laptops, peripherals)
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nnMobile device management and support
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nnRemote support tools and technologies
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nnVPN and remote access technologies
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nnStrong working knowledge of:
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nnMicrosoft Azure Active Directory (Entra ID) and user management
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nnZero Trust Architecture principles as applied to endpoints
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nnNIST SP 800-53 security controls for endpoints
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nnITSM platforms (e.g., ServiceNow)
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nnITIL 4 incident, change, and knowledge management practices
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nnAsset management and hardware lifecycle management
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n nRequired Certifications (Must be current and unexpired throughout performance):
nnnMicrosoft Certified: Modern Desktop Administrator Associate (MD-102) (required)
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nnCompTIA A+ (required)
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nnCompTIA Security+ (required)
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nnAdditional preferred certifications:
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nnMicrosoft Certified: Microsoft 365 Endpoint Administrator
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nnMicrosoft Certified: Azure Administrator Associate (AZ-104)
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nnHDI Desktop Support Manager or equivalent
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nnITIL 4 Foundation
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n nOur Equal Employment Opportunity Policy
nThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
nThe company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at or by calling to request accommodations.
nKoniag 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
nEqual Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
nJob Details
nJob Family Technical Program Management & Operations
nJob Function Program Manager (tech)
nPay Type Salary
nHiring Min Rate 130,000 USD
nHiring Max Rate 144,000 USD
Worksite address
washington, DC, 20022, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.