Senior Service Desk Manager

Peraton•Albuquerque, NM

10d•$104,000 - $166,000•Onsite

About The Position

Peraton is seeking an experienced Service Desk Manager to join their team. This role will lead the IT service desk operations supporting the NNSA Office of Secure Transportation (OST), which is responsible for the safe and secure transport of nuclear weapons, components, and special nuclear materials across the United States. The Service Desk Manager will oversee Tier I, II, and III support operations, ITSM platform management, and continuous service improvement for the NNSA OST user community, ensuring mission continuity and end-user productivity in a sensitive operational environment. The position is primarily onsite in Albuquerque, NM, with potential travel to field locations.

Requirements

High School diploma and 12 years of experience, may have supervisory or management experience
Must be a U.S. Citizen
Must have the ability to obtain/maintain a DOE Q Clearance (equivalent to a Top Secret clearance) and be eligible for access to Sensitive Compartmented Information (SCI) and Special Access Programs (SAP).
Minimum of 10 years of progressive IT experience, with at least 3 years in a service desk management or IT operations leadership role
Experience managing enterprise Service Desk operations using ServiceNow or an equivalent ITSM platform.
Experience leading Tier I and Tier II service desk teams, including escalation management across Tier I, II, and III support.
Experience supporting enterprise end user computing environments, including Windows workstations, hardware, software, peripherals, and basic network connectivity.
Experience implementing automation, AI enabled service desk capabilities, or intelligent ITSM solutions to improve ticket routing, resolution, and operational efficiency.
Experience managing SLA performance, reporting metrics, and service delivery in mission critical environments.
Experience supporting secure federal environments and familiarity with FISMA, NIST SP 800-53, and related cybersecurity requirements.
Demonstrated leadership experience managing, mentoring, and developing technical support personnel.
ITIL v4 Foundation certification required

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field
Proven experience managing IT Service Desk teams and end-user support functions in a federal government or DoD/DOE environment
Active DOE Q Clearance (equivalent to DoD Top Secret)
Experience managing Service Desk operations supporting 500+ end users across multiple geographic locations.
Experience leading teams of 5 or more Tier I and Tier II Service Desk technicians.
Experience supporting federal IT contracts valued at $10M or greater.
Experience leading major technology refreshes, ITSM platform migrations, or organizational transformation initiatives.
Experience implementing AI driven chatbots, virtual agents, automated ticket classification, or ServiceNow AI capabilities.
Experience with ServiceNow administration, workflow development, reporting, dashboards, and performance analytics.

Responsibilities

Serve as the senior leader for all IT service desk operations under Task 2 of the NNSA OST IT Support PWS
Lead, motivate, and mentor a team of Tier I and II service desk professionals, fostering a collaborative and high-performance team culture
Manage the day-to-day resolution of service desk tickets, incidents, and requests in compliance with contractually defined SLAs
Perform and oversee Tier III problem resolution, walking NNSA OST end-users through advanced troubleshooting steps and classifying issues by level, priority, and nature
Track, analyze, and report KPIs and SLA performance metrics to program management and government stakeholders; identify and implement areas for continuous improvement
Administer and optimize the ServiceNow ITSM platform including incident, request, change, and knowledge management modules
Collaborate with internal stakeholders and business units across NNSA OST locations to align IT support with operational goals and mission requirements
Ensure a high standard of customer service is maintained, addressing escalated issues and serving as the final escalation point for complex or sensitive support cases involving NNSA OST end-users
Identify opportunities for process improvement and implement streamlined workflows to optimize service desk efficiency and effectiveness
Conduct regular training sessions and provide ongoing coaching to service desk staff to enhance technical skills and customer service capabilities
Stay current with industry best practices and emerging technologies to continuously enhance service desk capabilities
Coordinate with the Network Operations Team Lead and Server Operations Team Lead to restore services and resolve root-cause issues affecting NNSA OST end-users
Provide advanced technical advice and guidance on installation, configuration, and enhancement of IT products and programs used by NNSA OST personnel
Prepare and present service desk performance reports, trend analyses, and improvement recommendations to program management and government stakeholders