Nov 13, 2025
Desk-side Support Regional Manager
Job ID#: AWSDC-25/2025/DSS
Location: DC Metro
Position Type: Full Time
Experience: 5+ years
Job Overview
The Desk-side Support Services (DSS) Manager provides leadership and oversight of all desk-side support operations across the program. This role manages break-fix, service requests, and on-site technical support to ensure customer satisfaction, operational efficiency, and adherence to program service levels. The DSS Manager is responsible for coordinating teams across large geographic areas, maintaining service standards, and driving continual improvement through process optimization and analytics.
Key Responsibilities
- Manage desk-side support services, including break-fix and service request fulfillment, at the enterprise program level.
- Ensure desk-side service levels are achieved and maintained across diverse customer bases and geographic regions.
- Direct and oversee technical support staff to provide responsive, high-quality service delivery.
- Track performance metrics, generate reports, and identify areas for service improvement.
- Lead process improvement and service streamlining initiatives to increase efficiency and reduce costs.
- Collaborate with program leadership and stakeholders to resolve escalations and meet mission objectives.
- Leverage analytics to identify trends, pinpoint areas of concern, and drive data-informed improvements.
What You’ll Need
- Experience managing desk-side break-fix and service request support for services and systems at the program level
- Experience managing and maintaining desk-side support service levels across large geographic areas with diverse customer bases.
- ITIL Certification
- Must obtain at least one certification from IAM Level I or IAT Level I (CompTIA A+, CompTIA Network+, SSCP, CAP, GISF, GSLC, CompTIA Security+)
- Secret Clearance with ability to obtain a TS/SCI
Set Yourself Apart With
- Experience managing desk-side support services for a Government agency
- Experience executing streamlining efforts and continual process improvements in service areas.
- Experience using data analytics to identify areas for service improvement and implement strategies.
AWS America is an Equal Opportunity Employer – Veterans / Disabled / All Are Welcome
At AWS America, we believe that diversity drives innovation and inclusion fuels success. We are proud to be an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, marital status, genetic information, disability, protected veteran status, military service, or any other characteristic protected by law.
If you need a reasonable accommodation during the application or interview process, to perform essential job functions, or to access any part of our hiring process, please contact our Human Resources team.
We’re committed to providing a workplace where everyone feels valued, respected, and empowered to grow. Join us, and be part of a team that supports your goals and celebrates your success.