End User Support Manager

The Opportunity:

RAZOR is seeking an experienced End User Support Manager to manage operations for a 6am midnight (M-Sun) service desk and 7am to 5pm (M-F) end user support team to support a Department of Homeland Security customer. The service desk team is responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a 20,000+ user community. The desk-side support team will handle end user onboarding, device troubleshooting and on-site customer issues. The ideal candidate will have extensive experience in applying ITIL best practices to service delivery in a similar, enterprise environment and a track record of meeting or exceeding contractual service level agreements.

Our ideal candidate should feel comfortable not only setting expectations for the team, but assisting with escalations and onsite tasks as they arise. We are l...