- Washington, District of Columbia, United States
- Hybrid
- Manager
- 10+ years
Lead and optimize enterprise end‑user support ecosystem for the Department of Transportation, overseeing help desk, desktop support, mobility device management, and hardware/software lifecycle across headquarters and nationwide field locations.
Responsibilities
- Lead and supervise enterprise service desk and desktop support teams
- Collaborate with customers to evolve Tier 0 services
- Manage incident intake, escalation, resolution quality, service SLAs and KPIs
- Oversee support for end‑user hardware, software, imaging, provisioning, configuration, and lifecycle management
- Coordinate field support activities across DOT locations