Posted today
Secret
Unspecified
Unspecified
Business - Support
Washington, DC (On-Site/Office)
ABOUT PRISM
PRISM is devoted to modernization and innovation within the world of technology, security, and IT enterprise solutions. We are recognized for meeting performance requirements and exceeding customer expectations since 1994. Our culture is founded on relationships, opportunity, and success. Offering comprehensive benefit plans including medical, dental, vision, and 401K along with our people - first approach sustains our reputation as a premier employer.
PRISM Inc.is seeking an End User Customer Support Manager to lead a large-scale customer support operation supporting a federal government client. This role oversees the operational performance and service delivery of multiple end-user support teams responsible for maintaining the technology environment used by attorneys, paralegals, and senior government leadership across multiple offices.
KEY RESPONSIBILITIES:
Provide strategic and operational leadership for five integrated support teams, including the Help Desk, Asset Management, Deskside Support, Copy Center, and Audio/Video Engineering teams, totaling 35+ technical staff.
Ensure the reliability, availability, and performance of end-user technology while delivering exceptional customer service.
Serve as the primary operational leader for end-user technology support, partnering closely with the Associate CIO and Office of Information Technology (OIT) leadership to ensure high-quality service delivery, operational transparency, and continuous improvement.
Managing large technical teams, optimizing ticket operations through ServiceNow, and delivering white-glove support to VIP stakeholders.
Provide technical service management expertise, customer engagement, and operational leadership, along with the ability to analyze service metrics, improve workflows, and maintain compliance with contractual service-level agreements.
REQUIRED QUALIFICATIONS (EDUCATION/SKILLS):
Minimum 8 years of IT experience supporting enterprise technology environments.
Minimum 6 years of management experience, preferably leading Help Desk, Service Desk, or End User Support teams.
Proven experience managing large technical teams (25-40+ staff) in a high-demand support environment.
Expert-level experience with ServiceNow ticketing systems and service management workflows.
Strong understanding of ITIL-based service delivery and incident management frameworks.
Bachelor's degree in Information Technology, Computer Science, or related field.
REQUIRED SECURITY CLEARANCE:
Must have an Active DOD Secret Clearance or higher (Top Secret)
PREFERRED QUALIFICATIONS:
HDI Certification (e.g., Support Center Manager or Desktop Support Manager)
One of the following certifications or equivalent experience:
Microsoft Certified Professional (MCP)
Microsoft Certified Solutions Associate (MCSA)
Microsoft Certified Solutions Expert (MCSE)ITIL Foundation or ITIL 4 Certification
ServiceNow Administrator or Implementation Certification
Experience supporting federal agencies or government contracting environments
Experience managing enterprise environments supporting 1,000+ users
PRISM is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
PRISM is devoted to modernization and innovation within the world of technology, security, and IT enterprise solutions. We are recognized for meeting performance requirements and exceeding customer expectations since 1994. Our culture is founded on relationships, opportunity, and success. Offering comprehensive benefit plans including medical, dental, vision, and 401K along with our people - first approach sustains our reputation as a premier employer.
PRISM Inc.is seeking an End User Customer Support Manager to lead a large-scale customer support operation supporting a federal government client. This role oversees the operational performance and service delivery of multiple end-user support teams responsible for maintaining the technology environment used by attorneys, paralegals, and senior government leadership across multiple offices.
KEY RESPONSIBILITIES:
Provide strategic and operational leadership for five integrated support teams, including the Help Desk, Asset Management, Deskside Support, Copy Center, and Audio/Video Engineering teams, totaling 35+ technical staff.
Ensure the reliability, availability, and performance of end-user technology while delivering exceptional customer service.
Serve as the primary operational leader for end-user technology support, partnering closely with the Associate CIO and Office of Information Technology (OIT) leadership to ensure high-quality service delivery, operational transparency, and continuous improvement.
Managing large technical teams, optimizing ticket operations through ServiceNow, and delivering white-glove support to VIP stakeholders.
Provide technical service management expertise, customer engagement, and operational leadership, along with the ability to analyze service metrics, improve workflows, and maintain compliance with contractual service-level agreements.
REQUIRED QUALIFICATIONS (EDUCATION/SKILLS):
Minimum 8 years of IT experience supporting enterprise technology environments.
Minimum 6 years of management experience, preferably leading Help Desk, Service Desk, or End User Support teams.
Proven experience managing large technical teams (25-40+ staff) in a high-demand support environment.
Expert-level experience with ServiceNow ticketing systems and service management workflows.
Strong understanding of ITIL-based service delivery and incident management frameworks.
Bachelor's degree in Information Technology, Computer Science, or related field.
REQUIRED SECURITY CLEARANCE:
Must have an Active DOD Secret Clearance or higher (Top Secret)
PREFERRED QUALIFICATIONS:
HDI Certification (e.g., Support Center Manager or Desktop Support Manager)
One of the following certifications or equivalent experience:
Microsoft Certified Professional (MCP)
Microsoft Certified Solutions Associate (MCSA)
Microsoft Certified Solutions Expert (MCSE)ITIL Foundation or ITIL 4 Certification
ServiceNow Administrator or Implementation Certification
Experience supporting federal agencies or government contracting environments
Experience managing enterprise environments supporting 1,000+ users
PRISM is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
group id: PRISMVA
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