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.