End User Operations Manager

Peraton is seeking an End User Operations Manager who is responsible for leading and optimizing the end user support ecosystem across the Department of Transportation’s Enterprise IT Shared Services (EITSS) environment. This role oversees daily operational performance for enterprise help desk services, desktop support, mobility device management, and end user hardware/software lifecycle activities supporting DOT headquarters and more than nearly 300 field locations nationwide.

The End User Operations Manager ensures that end users across the DOT Common Operating Environment (COE) receive reliable, secure, and high‑quality IT support aligned with federal standards, agency objectives, and mission‑critical needs.

Key Responsibilities:

End User Support Operations

• Lead and supervise enterprise help desk and desktop support teams delivering Tier 2 assistance for all DOT users.
• Collaborate with customers to evolve, mature and implement Tier 0 services.
• Manage incident intake, escalation, resolution quality, and service SLAs.
• Oversee support for end user hardware, software, imaging, provisioning, configuration, and lifecycle management for DOT headquarters and nearly 300 field locations.
• Coordinate field support activities across more than nearly 300 DOT locations and 10,000 users, ensuring consistent service delivery of hardware, software and support services.
• Support operator and directory services and telephony operations related to voice, conferencing, data, wireless and paging.

Mobility & Asset Management

• Oversee wireless device tracking, provisioning, upgrades, and decommissioning.
• Ensure accurate inventory management of laptops, desktops, mobile devices, and peripherals.
• Work closely with asset tracking teams to maintain compliance with federal and departmental requirements.

Operational Leadership & Performance

• Develop, monitor and implement continuous improvement of services using operational metrics, dashboards, and performance indicators for end user services.
• Drive continuous improvement initiatives, including enhancing knowledge bases and self-services, to enhance customer experience and operational efficiency.
• Collaborate with Infrastructure, Cybersecurity, and Program Support teams to ensure cohesive service delivery across the enterprise.

Service Governance & Quality

• Implement ITIL-based processes and standards for incident, request, and problem management.
• Ensure compliance with DOT security policies, cybersecurity requirements, and configuration baselines.
• Maintain documentation for processes, SOPs, knowledge articles, and workflow enhancements.

Program & Stakeholder Coordination

• Serve as the primary operational liaison to DOT stakeholders regarding end user service performance.
• Participate in governance forums, program reviews, and cross-functional planning sessions.
• Support project rollouts, migrations, and enterprise initiatives requiring end user impact analysis or coordination.

Work Location: Washington, DC

#DOTEITSS

Required Qualifications:

• Bachelor’s degree in IT, Information Systems, or related field.
• 12 years of experience managing end user support operations in enterprise environments.
• Demonstrated leadership experience in service desk and desk side/field support management.
• Knowledge of ITIL frameworks and modern service management tools; specifically ServiceNow.
• Strong understanding of hardware/software lifecycle practices, asset management and mobility device administration.
• Experience working in federal environments or large multi‑site organizations preferred.
• US Citizenship is required.
• Must have ability to obtain a Public Trust clearance.

*This role is contingent of Peraton winning an award*