End User Operations Leader — Enterprise IT Support

Peraton; Northern (KY); Hybrid; USD 135,000 - 216,000; Full time

Job summary

Peraton seeks an experienced End User Operations Manager to lead the DOT EITSS end-user support ecosystem, including help desk, desktop, mobility, and asset management across DOT HQ and ~300 field locations. You will drive reliability, security, and high-quality IT support aligned with federal standards.

Ideal candidates have extensive enterprise end-user operations leadership, ITIL and ServiceNow proficiency, and a track record of continuous improvement across multi-site environments.

Qualifications

• Bachelor’s degree in IT, Information Systems, or related field.
• 12 years of experience managing end user support operations in enterprise environments.
• Demonstrated leadership experience in service desk and desk side/field support management.
• Knowledge of ITIL frameworks and modern service management tools; specifically ServiceNow.
• Strong understanding of hardware/software lifecycle practices, asset management and mobility device administration.
• Experience working in federal environments or large multi-site organizations preferred.
• US Citizenship is required.
• Must have ability to obtain a Public Trust clearance.

Responsibilities

• Lead and supervise enterprise help desk and desktop support teams delivering Tier 2 assistance for all DOT users.
• Collaborate with customers to evolve, mature and implement Tier 0 services.
• Manage incident intake, escalation, resolution quality, and service SLAs.
• Oversee support for end user hardware, software, imaging, provisioning, configuration, and lifecycle management for DOT headquarters and nearly 300 field locations.
• Coordinate field support activities across more than nearly 300 DOT locations and 10,000 users, ensuring consistent service delivery of hardware, software and support services.
• Support operator and directory services and telephony operations related to voice, conferencing, data, wireless and paging.

Skills

Leadership

Stakeholder management

Process improvement

Education

Bachelor’s degree in IT/Information Systems

Tools

ServiceNow

Job description

Peraton seeks an experienced End User Operations Manager to lead the DOT EITSS end-user support ecosystem, including help desk, desktop, mobility, and asset management across DOT HQ and ~300 field locations. You will drive reliability, security, and high-quality IT support aligned with federal standards.

Ideal candidates have extensive enterprise end-user operations leadership, ITIL and ServiceNow proficiency, and a track record of continuous improvement across multi-site environments.