Job Description

Position Details:

Job Title: End User Support (EUS) Operations Lead

Job Type: Full-time

Location: Bethesda, MD

Dynanet Corporation Overview:

Dynanet started with a focus on IT infrastructure and operations, helping organizations enhance their networks and overcome the limitations of 1990s technology. From strengthening communication channels to introducing innovative ways to collaborate and share information, Dynanet played a crucial role in shaping the early stages of digital transformation. The company’s efforts helped organizations build the very fabric of connectivity that now powers our modern world. Over the last three decades, Dynanet has grown into a trusted partner for organizations looking to innovate boldly and transform seamlessly. While technology continues to evolve and unlock new opportunities, for nearly 30 years, Dynanet remains committed to delivering cutting-edge solutions that drive lasting change for its customers. Through agility, foresight, and an unwavering dedication to excellence, Dynanet continues to empower organizations to thrive in a rapidly changing digital landscape. Our story is more than just a story of technology – it’s a story of vision, growth, and transformation that has shaped the past and continues to pave the way for the future.

About the Role:

The End User Support (EUS) Operations Lead will oversee all End-User Support operations supporting approximately 3,000 end-users, 2,800 Windows devices, 200 Mac devices, and an annual volume of 20,000+ ServiceNow tickets. This role manages the full EUS ecosystem, including Service Desk technicians, system engineers, and asset management staff, while also serving as a hands-on technical SME capable of resolving escalated issues.

The ideal candidate has experience leading large, multi-tiered service desk operations, implementing ITIL-based processes, ensuring SLA compliance, and driving continuous improvement, automation, and reporting visibility across a heterogeneous environment.

Roles & Responsibilities:

• Lead daily operations of a three-tiered Service Desk supporting users across on-campus and off-campus locations.
• Manage technicians, engineers, and asset management personnel; oversee scheduling, workload distribution, and performance.
• Ensure all incidents, requests, and escalations are handled according to IT Service Management (ServiceNow) standards.
• Maintain strict adherence to response and resolution timelines (Critical ? Low).
• Oversee ticket categorization, prioritization, CTI accuracy, and quality control.
• Provide direct support for escalated issues involving:
  • Windows & Mac OS
  • Mobile devices (iOS, Windows)
  • Printers, peripherals, VoIP phones
  • Endpoint security tools (BitLocker, McAfee ePO, etc.)
  • Remote support tools (Bomgar, Apple Remote Desktop, SCCM, Casper)
• Support imaging, deployment, troubleshooting, and configuration of desktops/laptops.
• Ensure compliance with COE, security standards, and change management processes.
• Lead EUS-related projects including deployments, upgrades, refresh cycles, and application rollouts.
• Coordinate the annual refresh of ~25% of division devices.
• Provide project management oversight: planning, tracking, testing, validation, packaging, and deployment.
• Serve as liaison between engineering teams, customer groups, and leadership.
• Oversee full lifecycle management of hardware and software assets.
• Ensure accurate, real-time CMDB and inventory tracking across all devices.
• Manage software provisioning, license tracking, compliance, and forecasting.
• Ensure alignment with Federal security and administrative requirements.
• Establish, maintain, and periodically review SOPs, troubleshooting guides, and knowledge base content.
• Implement ITIL/MOF best practices to optimize efficiency and service quality.
• Ensure consistent documentation of incidents, resolutions, and recurring issues.
• Drive continuous process improvement and quarterly recommendations to the leadership.
• Deliver weekly and monthly performance reports, including:
  • SLA compliance
  • Ticket trends
  • Customer satisfaction
  • Deployment schedules
  • Asset management reports
• Develop dashboards and metrics to provide management visibility into EUS performance.
• Maintain strong customer relationships across Federal divisions.
• Communicate expectations, progress, risks, and issues to the leadership.
• Ensure high-quality customer service and professional interactions.

Required Professional Skills:

• Bachelors degree in IT, Computer Science, Engineering, or related field
• 10+ years of IT operations or end-user support experience.
• 5+ years leading a large-scale service desk or EUS operation.
• Strong understanding of ITIL processes and federal IT governance.
• Experience managing technicians, engineers, and asset management teams.
• Ability to produce operational dashboards and performance reporting.

Preferred Professional Skills:

• Experience supporting federal agencies or NIH environments.
• ITIL v3/v4 certification.
• Experience with automation and workflow improvements (Power Automate, SCCM, Jamf, etc.).
• Experience managing large refresh cycles and enterprise deployments.
• Hands-on expertise with:
• Windows & Mac OS
• Mobile device support
• ServiceNow
• SCCM, Active Directory, Group Policy
• Endpoint security tools

Dynanet Team Requirements and Expectations:

• Possess Strong written and verbal communication skills.
• Highly organized with the ability to prioritize, balance, and effectively advance multiple competing priorities in a high-volume, fast-paced environment.
• Ability to interact in a professional and collaborative manner with fellow Dynanet Teammates and the clients, and business partners that we work with.
• Ability and desire to challenge and educate yourself to support and advance IT services delivery in the Federal agencies we serve.
• Excellent judgment and creative problem-solving skills.
• Respond to team member and client requests via email, MS teams, or other communication means during core business hours.
• Active listening skills to understand clients' needs, and collaboration skills to work with other developers and designers.

Education/Experience Requirements:

• Bachelor’s degree required; Master’s preferred.
• Minimum 10 years of relevant experience, including 5 years specialized in federal IT program management.
• Demonstrated experience managing multi-task IT contracts, project development from inception to deployment, and increasing responsibilities in IT systems design/management.
• Experience working with federal agencies and understanding federal IT policies, compliance, and procurement processes.

Employee Benefits Overview:

• Industry Competitive Compensation
• Medical and Dental Insurance
• Paid Time Off/Holidays
• 401(k) Retirement Plans with Matching
• Paid Training
• Employee Referral Program
• Employee Development Program

* This position requires regular on-site presence in Bethesda, MD. Position requires ability to obtain and maintain required security clearances for federal facility access.