Peraton · 13 hours ago
Service Desk Manager
Washington, DC
Full-time
Onsite
Senior Level, Lead/Staff
$112K/yr - $179K/yr
12+ years expPeraton is a next-generation national security company that drives missions of consequence. The Service Desk Manager is responsible for the strategic leadership and operational excellence of a multi-tiered Service Desk supporting the Department of Energy, ensuring high-quality IT services aligned with contractual SLAs and ITIL best practices.
Information TechnologyRobotics
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Lead and manage Tier I and Tier II Service Desk teams, ensuring consistent delivery of high-quality end-user support
Oversee day-to-day operations, including incident, service request, problem, and escalation management
Ensure adherence to SLAs and other relevant performance requirements
Establish and enforce standard operating procedures (SOPs), knowledge management practices, and quality assurance processes
Drive continuous service improvement initiatives using ITIL and industry best practices
Foster a customer-focused, accountable, and collaborative team culture
Oversee and directly support VIP and executive users, ensuring white-glove service and rapid issue resolution
Develop and maintain VIP support protocols, escalation paths, and dedicated support model
Develop and manage customer communication strategies, including outage notifications, maintenance announcements, and service updates
Lead customer briefings, service reviews, and performance discussions
Proactively identify customer concerns and implement solutions to improve satisfaction and trust
Monitor, analyze, and report Service Desk performance metrics and trends
Prepare and deliver weekly, monthly, and ad-hoc reports to program leadership
Use data-driven insights to improve efficiency, reduce incident volume, and enhance user experience
Qualification
Required
12+ years of IT service management or Service Desk experience, including leadership of Tier I and Tier II teams
Experience supporting large federal or government IT environments
Strong knowledge of ITIL processes
Experience managing Service Desk tools (e.g., ServiceNow)
Demonstrated experience supporting VIP or executive-level users
Excellent written and verbal communication skills, with experience briefing senior stakeholders
Must be able to obtain agency clearance
Preferred
ITIL v4 Foundation or higher
Bachelors Degree
Benefits
Medical
Dental
Vision
Life
Health savings account
Short/long term disability
EAP
Parental leave
401(k)
Paid time off (PTO) for vacation
Company paid holidays
Company
Peraton
Peraton Fearlessly solving the toughest national security challenges.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Thomas Terjesen
Chief Information Officer
Recent News
Washington Technology
2026-01-22
2025-09-25
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