Peraton

Compensation

Full Description

Basic Qualifications: • High School diploma and 10 years of experience, may have supervisory or lead 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. • 5 years of experience in IT support / service delivery, including at least 2+ years in a leadership capacity managing or supervising technical teams. • Proven track record of overseeing desktop support operations, hardware technicians, and local data center infrastructure, ensuring consistent and reliable service. • In-depth knowledge of IT Service Management (ITSM) practices, with a strong preference for candidates holding ITIL certification. • Demonstrated experience in managing and tracking Service Level Agreements (SLAs), generating performance reports, and driving continuous service improvement initiatives. • Hands-on experience supporting print services, including enterprise printer fleet management and troubleshooting. • Strong leadership skills with the ability to mentor and develop high-performing teams, combined with excellent communication, organizational, and problem-solving abilities. • Proficiency in service delivery oversight and day-to-day IT operations management across distributed support teams. • Ability to lead and optimize desktop support and infrastructure services in alignment with organizational goals. • Skilled in performance monitoring, escalation management, and ensuring adherence to SLA targets. • Experience coordinating with vendors, overseeing procurement processes, and managing service contracts. • Adept at managing technical workflows, ticket queues, and ensuring timely issue resolution. Preferred Qualifications: • Bachelor’s degree in information technology, computer science, or a related field, or equivalent practical experience in enterprise IT environments. Peraton is seeking a End User Services Manager to join our team of qualified, and diverse individuals. This position is located on-site 4 days per week in San Diego, CA. The End User Services Manager is responsible for overseeing the delivery, performance, and continuous improvement of all end-user IT services across the organization. This role ensures consistent and high-quality service experiences, manages desktop and hardware support operations, and leads a team of technical professionals supporting end-user systems, devices, and services. The End User Services Manager acts as a key escalation point and has the authority to secure and allocate resources as needed to maintain operational excellence.Day to Day Roles Responsibilities: End User Support & Delivery • Lead the delivery of end-user support services, ensuring timely response and resolution of incidents and service requests. • Manage and improve Desktop Services, including IMAR (Install, Move, Add, Remove) and break/fix operations. • Oversee Service Level Agreement (SLA) compliance, reporting, and continuous improvement across all user-facing services. • Drive customer satisfaction through proactive service management, feedback evaluation, and quality improvement initiatives. Hardware & Infrastructure Support • Supervise Hardware Technicians responsible for end-user devices and local data center server repair and maintenance. • Manage procurement and lifecycle of endpoint devices including laptops, desktops, printers, and scanners. • Ensure effective and timely delivery of Print Services, including print for Public and output delivery. Team & Resource Management • Lead and support a team including Workflow Managers and Queue Managers, ensuring optimal distribution of work and operational efficiency. • Provide training, mentoring, and performance evaluations to team members. • Serve as the escalation point for high-priority or unresolved issues, ensuring coordination and resource allocation to drive resolution. Operational Excellence • Monitor and report on service performance metrics; implement service improvement plans where needed. • Maintain strong documentation practices including SOPs, asset management records, and service logs. • Collaborate with internal stakeholders and vendors to ensure reliable and cost-effective end-user services.