IT Service Management Lead (Remote Eligible)

Peraton

Reston (VA)

On-site

USD 104,000 - 166,000

Full time

4 days ago

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Job summary

Peraton seeks an IT Service Management Lead to support the DHA Global Service Center and the JOMIS mission, coordinating projects, leading contact center teams, and driving process improvements to ensure high-quality service delivery across key stakeholders.

The role requires US citizenship and an active Secret clearance, with primary work locations in San Antonio, TX or Falls Church, VA. Remote work may be considered in special cases when approved by the customer.

Qualifications

Minimum 6+ years in call center service management.
U.S. citizenship and an active Secret clearance.
Experience with DoD or Military Health environments is preferred.

Responsibilities

Coordinate projects through schedule management and stakeholder interviews.
Lead contact center support teams and ensure high-quality service delivery.
Map service management processes, identify inefficiencies, and propose improvements.
Translate business requirements into functional specifications for technical teams.
Act as liaison between stakeholders and GSC support teams; communicate status clearly.
Assist with project planning, monitor progress, and ensure timely delivery.
Validate service delivery flows to route customers to correct queues or agents.