Senior Service Desk Manager
Peraton•Albuquerque, NM
•Onsite
About The Position
Peraton is seeking an experienced Service Desk Manager to join our team of qualified and diverse individuals. Peraton supports 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. OST operates a fleet of specially equipped vehicles and employs Federal Agents and technical staff under strict security protocols. The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and III support operations, ITSM platform management, and continuous service improvement for the NNSA OST user community. This role is central to ensuring mission continuity and end-user productivity across OST’s operationally sensitive environment. Location: Onsite in Albuquerque, NM (primary location), with travel to field locations as required.
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 preferred
- 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
Benefits
- Employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
