End User Services Manager

Peraton is seeking a forward-thinking End User Services Manager to lead the delivery of IT end-user services in support a key customer. The ideal candidate will serve as a trusted advisor to the customer driving innovative initiatives that enhance operational efficiency, service quality, and end-user experience. This leader will bring creativity, innovation, and data-driven decision making to elevate us to the next level of services.

 

Key Responsibilities:

 

• Drive innovation through continuous improvement initiatives and data analytics that inform executive decision-making.
• Lead all aspects of end-user IT service operations, ensuring timely and effective incident resolution and service request fulfillment.
• Oversee Desktop and Field Services, including IMAR (Install, Move, Add, Remove) activities, break/fix support, and hardware refresh cycles.
• Monitor and enforce Service Level Agreements (SLAs) while implementing proactive measures to exceed customer expectations.
• Champion a customer-centric culture that prioritizes responsiveness, service quality, and continuous improvement. 

Technology Lifecycle & Modern Infrastructure

• Manage the procurement, deployment, and lifecycle management of all end-user hardware assets including laptops, desktops, printers, scanners, and peripherals.
• Lead initiatives that can elevate performance, reliability, and sustainability.
• Ensure seamless integration of hardware and software solutions that support secure, efficient, and scalable operations.
• Collaborate with infrastructure, cybersecurity, and applications teams to maintain compliance and resiliency across the enterprise environment.
• Oversee the planning and execution of enterprise-wide technology upgrades, including operating system deployments, to ensure seamless integration and minimal disruption across the organization. 

Team Leadership & Operational Excellence

• Lead and mentor a team of Workflow Managers, Queue Managers, and technical specialists—cultivating innovation, accountability, and professional growth.
• Serve as the escalation authority for complex technical issues, ensuring swift resolution and stakeholder confidence.
• Use data analytics to measure service performance, identify trends, and develop actionable improvement plans.
• Maintain detailed documentation, SOPs, and asset inventories in alignment with County and Peraton standards. 

Stakeholder & Relationship Management

• Build and sustain strong relationships with County departments, vendors, suppliers and key stakeholders to ensure alignment and transparency.
• Facilitate collaboration and communication across cross-functional teams, ensuring shared accountability for service outcomes.
• Promote a culture of innovation and partnership that positions Peraton as a trusted, long-term technology partner in the County’s modernization journey.

Basic Qualifications:

 

• High School diploma and 10 years of experience, may have supervisory or lead experience
• Eight (8)+ years of progressive IT service management or end-user support leadership experience (or equivalent combination of education and experience).
• Must be authorized to work in the U.S. without sponsorship now or in the future. U.S. citizenship or lawful permanent residency (Green Card holders) is required.

Professional Qualifications:

 

• Bachelor’s degree in a related field
• Proven success advising executive stakeholders on technology strategy, operations, and innovation.
• Strong analytical and communication skills with the ability to translate technical insights into strategic recommendations.
• Experience implementing data-driven process improvements using frameworks such as ITIL, Lean, or Six Sigma.
• Relevant certifications (e.g., ITIL, HDI, PMP, CompTIA) preferred.

 

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.

$112,000 - $179,000. 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: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.