Client Services Team Lead

Peraton•Arlington, VA

6d•Onsite

About The Position

Peraton is seeking an experienced Client Services Team Lead responsible for the end-to-end delivery of deskside support, endpoint management, wireless program management, and depot/dispatch services for the primary customer's approximately 8,800 endpoints, 6,485 cellular lines, and 1,032 printers/MFDs across all customer locations. The ideal candidate will lead the Client Services team, manage the walk-up kiosk, oversee VDI administration, and ensure approximately 233 MACDs per month are completed within customer-defined SLA targets using tools including IBM MaaS360, BigFix, Bomgar, BitLocker, Pulse VPN, McAfee, and Carbon Black.

Requirements

Minimum 10 years of management experience of client services / deskside support experience in a large enterprise environment (5,000+ endpoints).
Minimum 3 years in an IT outsourcing or managed-services environment.
ITIL v3 Foundation certified
Hands-on expertise with IBM MaaS360, BigFix, Bomgar/BeyondTrust, BitLocker, and endpoint security tools (McAfee, Carbon Black).
MDM: Experience managing a large-scale mobile device management (MDM) program (5,000+ devices).
Experience with Windows 10/11 endpoint deployment, imaging, and lifecycle management.
Must be a U.S. Citizen; must have the ability to obtain and maintain a Public Trust clearance

Nice To Haves

ITIL 4 Foundation certification
Microsoft Certified: Modern Desktop Administrator Associate (MD-102)
Experience with Microsoft Intune / Endpoint Manager as a complement or migration path from IBM MaaS360.
Familiarity with SCCM/MECM for software deployment and patch management.
Experience with ServiceNow ITSM for incident, request, and asset management.
Knowledge of Zero Trust endpoint security principles and implementation.
Prior federal government client services experience (FISMA, NIST SP 800-53).
Experience with cellular expense management (CEM)
Demonstrated ability to lead, mentor, and develop high-performing technical teams in a 24x7x365 managed-services environment.
Strong written and verbal communication skills; ability to brief senior government stakeholders and customer leadership.
Proven track record of managing SLA/SLO compliance and driving continuous service improvement (CSI).
Experience managing vendor/OEM relationships and escalations.
Collaborative leadership style with cross-functional coordination across multiple service towers.
Ability to manage competing priorities, resource constraints, and rapid incident response simultaneously.
Experience managing geographically distributed deskside support teams across multiple office locations.
Customer-focused leadership style with emphasis on end-user satisfaction and first-contact resolution.

Responsibilities

Lead and manage the Client Services team, providing technical direction, workload prioritization, and performance oversight for deskside, depot, dispatch, and wireless staff.
Oversee deskside support for all customer locations — manage technician scheduling, ticket queue management, and SLA compliance.
Manage the walk-up kiosk— ensure staffing, service quality, and customer satisfaction for walk-in technical support.
Administer endpoint management (~8,800 endpoints) using IBM MaaS360 (MDM) and BigFix (patch management, software deployment).
Manage the wireless program (6,485 cellular lines) — coordinate carrier relationships, device procurement, MDM enrollment, and cellular expense management.
Oversee printer/MFD management (1,032 devices) — coordinate with OEM vendors, manage toner/supply programs, and ensure device availability.
Manage VDI administration— coordinate with the VMware team on VDI provisioning, image management, and user experience for virtual desktop users.
Process approximately 233 MACDs per month— manage workstation deployments, hardware refreshes, and peripheral installations.
Administer remote support tools (Bomgar/BeyondTrust) — manage access policies, session recording, and technician licensing.
Ensure endpoint security compliance using BitLocker, McAfee, Carbon Black, and Pulse VPN in coordination with the Designated Security Manager.
Produce weekly/monthly Client Services metrics reports, SLA performance dashboards, and endpoint compliance analyses.
Coordinate with the Service Desk Team Lead on escalation procedures, ticket routing, and Tier 1/Tier 2 handoff processes.