Service Desk Manager

The Service Desk Manager is responsible for the strategic leadership, operational excellence, and continuous improvement of a multi-tiered Service Desk supporting the Department of Energy. This role oversees Tier I and Tier II support, VIP-level Support, and Customer Engagement and Communications. This role is responsible for ensuring high-quality, secure, and responsive IT services aligned with contractual SLAs and ITIL best practices.

The Service Desk Leader serves as the primary interface between the Service Desk and government stakeholders, program leadership, and internal technical teams, with a strong emphasis on customer satisfaction, service performance, and clear communication.

Key Responsibilities:

Service Desk Operations & Leadership

Lead and manage Tier I and Tier II Service Desk teams, ensuring consistent delivery of high-quality end-user support
• Oversee day-to-day operations, including incident, service request, problem, and escalation management
• Ensure adherence to SLAs and other relevant performance requirements
• Establish and enforce standard operating procedures (SOPs), knowledge management practices, and quality assurance processes
• Drive continuous service improvement initiatives using ITIL and industry best practices
• Foster a customer-focused, accountable, and collaborative team culture

VIP & Executive Support

• Oversee and directly support VIP and executive users, ensuring white-glove service and rapid issue resolution
• Develop and maintain VIP support protocols, escalation paths, and dedicated support model.

Customer Engagement & Communications

• Develop and manage customer communication strategies, including outage notifications, maintenance announcements, and service updates
• Lead customer briefings, service reviews, and performance discussions
• Proactively identify customer concerns and implement solutions to improve satisfaction and trust

Performance Management & Reporting

• Monitor, analyze, and report Service Desk performance metrics and trends
• Prepare and deliver weekly, monthly, and ad-hoc reports to program leadership
• Use data-driven insights to improve efficiency, reduce incident volume, and enhance user experience

Key Competencies

• Customer-focused leadership
• Strong communication and stakeholder management
• Operational excellence and attention to detail
• Ability to lead in high-visibility, fast-paced environments
• Continuous improvement mindset

Required Qualifications

• 12+ years of IT service management or Service Desk experience, including leadership of Tier I and Tier II teams
• Experience supporting large federal or government IT environments
• Strong knowledge of ITIL processes
• Experience managing Service Desk tools (e.g., ServiceNow
• Demonstrated experience supporting VIP or executive-level users
• Excellent written and verbal communication skills, with experience briefing senior stakeholders
• Must be able to obtain agency clearance

Preferred Qualifications

• ITIL v4 Foundation or higher
• Bachelors Degree

Location

• This position will require regular on-site presence at DOE locations in Washington, DC, and Germantown, MD.

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.