End User Services Manager

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.
  
  

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 or 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.

• Bachelor’s degree in information technology, computer science, or a related field, or equivalent practical experience in enterprise IT environments.