Job Title: End User Manager

Job Type: Full-Time
Location: Remote – Washington, DC area preferred
Date Revised: March 17, 2025

About Dynanet Corporation

Dynanet Corporation is a minority-owned small business delivering innovative IT services to Federal and State government clients for over 25 years. Founded in 1995, Dynanet began as an IT infrastructure services provider and has since evolved into a trusted partner in application development, cloud enablement, cybersecurity, automation, and management consulting. We are appraised at CMMI ML3 DEV V2.0, underscoring our dedication to quality, process maturity, and continuous improvement.

Position Overview

We are seeking an experienced and highly motivated End User Manager to join our dynamic team supporting the Government Accountability Office (GAO) Technology Information Services (TIS) contract. This role will manage and enhance end-user support operations, including help desk, deskside support, asset management, and IT service delivery. The ideal candidate will bring a blend of technical expertise, leadership capability, and a passion for delivering exceptional customer experiences in a federal IT environment.

Key Responsibilities

• Lead and manage end-user support teams including Help Desk and Deskside Support, ensuring high-quality service and adherence to ITIL best practices.

• Oversee and continuously improve customer experience within IT service delivery, with a focus on responsiveness, user satisfaction, and issue resolution.

• Support asset and inventory management functions to ensure accurate tracking and availability of IT assets.

• Collaborate with Infrastructure, Application Support, and Security teams to maintain seamless IT operations.

• Implement and monitor performance metrics and Service Level Agreements (SLAs).

• Promote a culture of continuous improvement, professional development, and accountability.

• Ensure compliance with all GAO Public Trust clearance requirements and security protocols.

Required Qualifications

• Experience:

  • Proven experience managing end-user support or helpdesk teams in a federal or enterprise IT environment.

  • Strong knowledge and experience with ITIL processes and frameworks.

  • Familiarity with ServiceNow or similar ITSM platforms.

• Education & Certifications (Required):

  • ITIL Practitioner or ITIL Service Manager certification

  • Apple Certified Macintosh Technician

  • CompTIA A+

  • CompTIA Network+

• Professional Skills:

  • Excellent verbal and written communication skills.

  • Ability to manage multiple priorities in a fast-paced, high-volume environment.

  • Strong problem-solving and decision-making capabilities.

  • Effective team leadership and collaboration skills.

  • Commitment to continuous learning and improvement.

Security Clearance Requirement

• Must possess or be able to obtain a GAO Public Trust clearance.

Compensation and Benefits

• Salary Range: $80,000 - $120,000 (based on experience and qualifications)

• Employee Benefits Include:

  • Competitive salary

  • Medical and dental insurance

  • Paid time off and holidays

  • 401(k) with company matching

  • Paid training and professional development

  • Remote work flexibility

  • Employee referral and development programs

Work Location

• This is a remote position, but candidates must be located within the continental United States. Some roles, particularly those involving help desk or deskside support, may require occasional on-site presence in the DC area.

Why Join Dynanet?

At Dynanet, you will be part of a team that values collaboration, innovation, and integrity. We are committed to building a culture of excellence and providing meaningful career opportunities for professionals who are driven to make a difference.