Peraton · 21 hours ago
Tier 1 Service Desk Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
$86K/yr - $138K/yr
10+ years expPeraton is a next-generation national security company that drives missions of consequence. The Tier 1 Service Desk Manager is responsible for overseeing day-to-day operations of the Tier 1 Service Desk for the Department of Energy, ensuring timely and compliant delivery of IT support services while leading a team of technicians and managing customer engagement.
Information TechnologyRobotics
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Manage daily operations of the Tier 1 Service Desk, including staffing, scheduling, call volume management, and queue monitoring
Ensure compliance with contract requirements, SLAs, KPIs, and performance metrics
Monitor ticket lifecycle to ensure timely resolution, escalation, and documentation
Serve as the escalation point for complex or high-visibility Tier 1 issues
Lead, mentor, and supervise Tier 1 Service Desk staff
Conduct performance reviews, coaching, and corrective actions as needed
Ensure staff maintain required certifications, training, and security compliance
Foster a customer-focused, mission-driven service culture
Implement and maintain ITIL-aligned service desk processes (Incident, Request, Knowledge, and Escalation Management)
Identify trends, recurring issues, and opportunities for process improvement
Develop and maintain Tier 1 procedures, scripts, and knowledge base articles
Support continuous service improvement initiatives
Act as the primary point of contact for Tier 1 service delivery
Participate in service review meetings and operational briefings
Address customer concerns and satisfaction issues proactively
Support audits, inspections, and contract compliance reviews
Produce and deliver required operational reports (daily, weekly, monthly)
Track and report on SLA compliance, call metrics, ticket volumes, and customer satisfaction
Maintain accurate documentation in accordance with federal and contract standards
Qualification
Required
Bachelor's degree and 10+ years of IT service desk or technical support experience
2+ years of supervisory or management experience in a help desk or service desk environment
Experience supporting government or large enterprise IT environments
Strong knowledge of ITIL frameworks and service desk best practices
Experience with ServiceNow
Familiarity with SLAs, KPIs, and contract performance management
Strong leadership and team management skills
Excellent written and verbal communication skills
Customer service mindset with attention to detail
Ability to manage high-volume, high-visibility environments
Strong analytical and problem-solving abilities
Ability to work effectively with government stakeholders
Preferred
ITIL v4 Foundation certification
Benefits
Employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
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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