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. You will directly manage a team of analysts supporting corporate office users and field teams nationwide. We seek a skilled and enthusiastic IT professional to deliver high-quality customer service that enhances the productivity of our colleagues.

This is an onsite role based in our McLean, VA office.

Key Responsibilities

• 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

• ServiceNow 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 

Basic Qualifications

• 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 ID / Okta), and endpoint management tools

• ServiceNow 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
   

Preferred Qualifications

• Experience supporting field or industrial workforces (construction, engineering, or similar)

• Exposure to enterprise application support (ERP, procurement, or project management platforms)

• Relevant certifications (ITIL, CompTIA, Google Workspace Administrator)

The work environment and requirements described below are representative of those necessary for an employee to successfully perform the essential functions of this role. 

The Physical Side of the Role: Given that a good portion of your day will be spent at a desk, you should be comfortable with prolonged periods of focused work, whether it's collaborating with colleagues, analyzing data, or developing strategies. The role demands effective communication and sharp visual acuity for reviewing complex documents and performing detailed computer work. While there are times for quiet concentration, you'll also be expected to move actively throughout the office and travel occasionally to various locations, including dynamic construction sites, utilizing different modes of transportation. The ability to lift and move objects up to 10 pounds regularly, and up to 25 pounds on occasion (think a box of files or small office equipment), is also required.

Your Work Environment: 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 are naturally more dynamic and can include exposure to outdoor weather conditions, louder noise, and moving equipment. Your safety is our top priority, and you'll be expected to follow Clark Construction's safety policies and procedures, and all applicable laws, at all locations.

Our High-Performing Culture: This is a demanding, high-performance environment. We are looking for candidates who are energized by challenge, thrive under pressure, and are prepared to do what it takes to achieve exceptional results. Success in this role requires significant commitment, including flexibility to work extended hours, especially during critical project phases or client deadlines. Beyond regular working hours, there will be occasions where business needs require your attention, particularly for time-sensitive matters or emergencies. You are expected to monitor and respond to communications (phone calls, emails, text messages) as required to address these situations effectively. Your ability to manage these expectations and be responsive when critical issues arise is key to your success in this role and our collective success as a team.

A Drug Free Workplace: 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. 

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