Federal End User Operations Leader - IT Service Delivery

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

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.