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
Qualifications
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*
Target Salary Range $135,000 - $216,000. 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.
Benefits Statement
Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.
Application Statements The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity. Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate’s own.
- EEO
- EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
