Nov 13, 2025
Desk-side Support Regional Manager
Job ID#: AWSDC-25/2025/SRM
Location: DC Metro
Position Type: Full Time
Experience: 5+ years
Job Overview
The Desk-side Support Regional Manager provides leadership and oversight of desk-side support operations within an assigned geographic region. This role is responsible for managing teams that deliver break-fix services, service request fulfillment, and technical support to ensure compliance with service level agreements (SLAs). The Regional Manager ensures operational excellence, customer satisfaction, and alignment with program requirements while coordinating with other regional managers and the enterprise DSS Manager.
Key Responsibilities
- Manage desk-side break-fix and service request fulfillment operations across the assigned region.
- Supervise and coordinate technical staff to ensure timely, high-quality service delivery.
- Ensure compliance with service levels (SLAs) and program performance requirements.
- Monitor and report on performance metrics for desk-side support operations.
- Collaborate with other regional managers and program leadership to ensure seamless enterprise-wide support.
- Identify and address regional issues, escalations, and service gaps.
- Contribute to continual improvement efforts, aligning processes with ITIL best practices.
What You’ll Need
- Experience managing desk-side break-fix and service request fulfillment for services and systems
- 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+)
Set Yourself Apart With
- Experience managing resources dynamically to meet SLAs for a Government agency providing similar services.
- Microsoft (MS) Associate Certification
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.