End User Services Manager

Peraton is seeking a End User Services Manager to join our team of qualified, and diverse individuals.

This position is located on-site 4 days per week in San Diego, CA.

The End User Services Manager is responsible for overseeing the delivery, performance, and continuous improvement of all end-user IT services across the organization. This role ensures consistent and high-quality service experiences, manages desktop and hardware support operations, and leads a team of technical professionals supporting end-user systems, devices, and services. The End User Services Manager acts as a key escalation point and has the authority to secure and allocate resources as needed to maintain operational excellence.

Day to Day Roles Responsibilities:

End User Support & Delivery

Lead the delivery of end-user support services, ensuring timely response and resolution of incidents and service requests.

• Manage and improve Desktop Services, including IMAR (Install, Move, Add, Remove) and break/fix operations.
  
• Oversee Service Level Agreement (SLA) compliance, reporting, and continuous improvement across all user-facing services.
  
• Drive customer satisfaction through proactive service management, feedback evaluation, and quality improvement initiatives.
  

Hardware & Infrastructure Support

• Supervise Hardware Technicians responsible for end-user devices and local data center server repair and maintenance.
  
• Manage procurement and lifecycle of endpoint devices including laptops, desktops, printers, and scanners.
  
• Ensure effective and timely delivery of Print Services, including print for Public and output delivery.
  

Team & Resource Management

• Lead and support a team including Workflow Managers and Queue Managers, ensuring optimal distribution of work and operational efficiency.
  
• Provide training, mentoring, and performance evaluations to team members.
  
• Serve as the escalation point for high-priority or unresolved issues, ensuring coordination and resource allocation to drive resolution.

Operational Excellence

• Monitor and report on service performance metrics; implement service improvement plans where needed.
  
• Maintain strong documentation practices including SOPs, asset management records, and service logs.
  
• Collaborate with internal stakeholders and vendors to ensure reliable and cost-effective end-user services.
  
  

Basic Qualifications:

• High School diploma and 10 years of experience, may have supervisory or lead 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.
• 5 years of experience in IT support or service delivery, including at least 2 years in a leadership capacity managing or supervising technical teams.
• Proven track record of overseeing desktop support operations, hardware technicians, and local data center infrastructure, ensuring consistent and reliable service.
• In-depth knowledge of IT Service Management (ITSM) practices, with a strong preference for candidates holding ITIL certification.
• Demonstrated experience in managing and tracking Service Level Agreements (SLAs), generating performance reports, and driving continuous service improvement initiatives.
• Hands-on experience supporting print services, including enterprise printer fleet management and troubleshooting.
• Strong leadership skills with the ability to mentor and develop high-performing teams, combined with excellent communication, organizational, and problem-solving abilities.
• Proficiency in service delivery oversight and day-to-day IT operations management across distributed support teams.
• Ability to lead and optimize desktop support and infrastructure services in alignment with organizational goals.
• Skilled in performance monitoring, escalation management, and ensuring adherence to SLA targets.
• Experience coordinating with vendors, overseeing procurement processes, and managing service contracts.
• Adept at managing technical workflows, ticket queues, and ensuring timely issue resolution.

• Bachelor's degree in information technology, computer science, or a related field, or equivalent practical experience in enterprise IT environments.

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.