End User Operations Manager

Peraton; Washington (District of Columbia); On-site; USD 135,000 - 216,000; Full time

Job summary

Peraton is seeking an End User Operations Manager to lead the DOT EITSS end-user support ecosystem, overseeing help desk, desktop and device management across DOT HQ and nearly 300 field locations in the United States.

The role ensures secure, high-quality IT support aligned with federal standards, agency objectives, and mission-critical needs, while driving governance, asset management and continuous service improvement from our Washington, DC location.

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

End user support

ITIL

ServiceNow

Federal environments

Public Trust eligibility

Stakeholder coordination

Education

Bachelor’s degree in IT, Information Systems, or related field

Tools

ServiceNow

Job description

Responsibilities

Peraton is seeking an End User Operations Manager who is responsible for leading and optimizing the end user support ecosystem across the Department of Transportation’s Enterprise IT Shared Services (EITSS) environment. This role oversees daily operational performance for enterprise help desk services, desktop support, mobility device management, and end user hardware/software lifecycle activities supporting DOT headquarters and more than nearly 300 field locations nationwide.

The End User Operations Manager ensures that end users across the DOT Common Operating Environment (COE) receive reliable, secure, and high-quality IT support aligned with federal standards, agency objectives, and mission-critical needs.

Key Responsibilities:

End User Support Operations

• 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.

Mobility & Asset Management

• Oversee wireless device tracking, provisioning, upgrades, and decommissioning.
• Ensure accurate inventory management of laptops, desktops, mobile devices, and peripherals.
• Work closely with asset tracking teams to maintain compliance with federal and departmental requirements.

Operational Leadership & Performance

• Develop, monitor and implement continuous improvement of services using operational metrics, dashboards, and performance indicators for end user services.
• Drive continuous improvement initiatives, including enhancing knowledge bases and self-services, to enhance customer experience and operational efficiency.
• Collaborate with Infrastructure, Cybersecurity, and Program Support teams to ensure cohesive service delivery across the enterprise.

Service Governance & Quality

• Implement ITIL-based processes and standards for incident, request, and problem management.
• Ensure compliance with DOT security policies, cybersecurity requirements, and configuration baselines.
• Maintain documentation for processes, SOPs, knowledge articles, and workflow enhancements.

Program & Stakeholder Coordination

• Serve as the primary operational liaison to DOT stakeholders regarding end user service performance.
• Participate in governance forums, program reviews, and cross-functional planning sessions.
• Support project rollouts, migrations, and enterprise initiatives requiring end user impact analysis or coordination.

Work Location: Washington, DC

#DOTEITSS

Qualifications

Required 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.

*This role is contingent of Peraton winning an award*

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.

Target Salary Range

$135,000 - $216,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.