Responsibilities
Peraton is seeking an experienced Client Services Team Lead that will be responsible for the end-to-end delivery, quality, and continuous improvement of the customer's service desk operations, handling 256,000+ annual contacts and 143,000+ annual tickets across two sites on a 24x7x365 basis. The ideal candidate owns the ITSM process in ServiceNow, manages all service desk supervisors, leads Continual Service Improvement (CSI) initiatives, attends the Change Advisory Board (CAB), and serves as the primary liaison between the service desk and the Designated Change Lead. The role also provides dedicated support for 150 customer VIP employees.
Day to Day Roles and Responsibilities:
- Own and manage all service desk operations across two customer sites (ensuring 24x7x365 coverage and SLA compliance.
- Manage all service desk supervisors— provide leadership, performance management, scheduling oversight, and career development.
- Own the ITSM process in ServiceNow— manage incident, request, problem, and knowledge management workflows; ensure data quality and process compliance.
- Provide dedicated support for 150 customer VIP employees— ensure priority handling, white-glove service, and proactive communication.
- Lead Continual Service Improvement (CSI) initiatives — analyze ticket trends, identify root causes of repeat contacts, and implement process improvements.
- Attend the Change Advisory Board (CAB)— review upcoming changes for service desk impact, coordinate communication to end users, and manage change-related ticket spikes.
- Serve as the primary liaison with the Designated Change Lead— coordinate change management communications and service desk readiness.
- Manage demand planning— forecast staffing requirements based on contact volume trends, seasonal patterns, and planned changes.
- Oversee the training program— ensure all service desk agents are trained on the customer systems, ITSM processes, and customer service standards.
- Manage 15+ resolution groups— coordinate escalation procedures, SLA targets, and ticket routing with all technical teams.
- Produce weekly/monthly service desk performance reports, SLA dashboards, and CSI progress updates for customer leadership.
Work Location: Must be on-site at the Customer's Primary Data Center in Northern Virginia
Qualifications
Basic Qualifications:
- Minimum 10 years management experience
- Minimum 8 years of service desk / help desk management experience in a large enterprise environment (100,000+ annual contacts).
- Minimum 3 years in an IT outsourcing or managed-services environment.
- ITIL: ITIL v3 Foundation certified or HDI Manager Level certification
- ITSM: Expert-level proficiency in ServiceNow — incident management, request fulfillment, problem management, and reporting.
- Leadership: Minimum 3 years managing service desk supervisors and a team of 30+ agents.
- Experience managing multi-site, 24x7x365 service desk operations.
- Must be a U.S. Citizen; must have the ability to obtain and maintain a Public Trust clearance
Preferred Qualifications:
- ITIL 4 Foundattion Certification
- HDI Support Center Manager (HDI-SCM)
- ITIL 4 Specialist: Create, Deliver and Support (CDS)— directly applicable to service desk operations. Experience with ServiceNow ITSM advanced modules (CMDB, Problem Management, Knowledge Management).
- Familiarity with workforce management (WFM)tools for service desk scheduling and demand forecasting.
- Experience with VIP/executive support programsin a federal government environment.
- Prior federal government service desk experience (FISMA, NIST SP 800-53).
- Knowledge of Knowledge-Centered Service (KCS)
- Demonstrated ability to lead, mentor, and develop high-performing technical teams in a 24x7x365 managedservices 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.
- Exceptional customer service orientation with demonstrated ability to manage VIP/executive support programs.
- Experience managing multi-site service desk operations with geographically distributed teams.
Peraton Overview
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.