{"id":1284266,"url":"https://alion.io/job/peraton-end-user-operations-manager","title":"End User Operations Manager","company":{"id":722,"name":"Peraton","domain":"peraton.com","url":"https://alion.io/company/peraton","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Management","role_family":"Management","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":135000,"max":216000,"currency":"USD","period":"year","gross":null,"usd_annual":216000},"salary_estimate":null,"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-09-26T04:10:23Z","employer_posted_date":"2026-09-26","last_verified_at":"2026-09-30T11:39:03Z","board_verified":false,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Responsibilities\nPeraton is seeking an End User Operations Manager who is responsible for leading and optimizing the end user support ecosystem across the Department of Transportation’s Enterprise IT Shared Services (EITSS) environment. This role oversees daily operational performance for enterprise help desk services, desktop support, mobility device management, and end user hardware/software lifecycle activities supporting DOT headquarters and more than nearly 300 field locations nationwide.\nThe End User Operations Manager ensures that end users across the DOT Common Operating Environment (COE) receive reliable, secure, and high-quality IT support aligned with federal standards, agency objectives, and mission-critical needs.\nKey Responsibilities:\nEnd User Support Operations\nLead and supervise enterprise help desk and desktop support teams delivering Tier 2 assistance for all DOT users.\nCollaborate with customers to evolve, mature and implement Tier 0 services.\nManage incident intake, escalation, resolution quality, and service SLAs.\nOversee support for end user hardware, software, imaging, provisioning, configuration, and lifecycle management for DOT headquarters and nearly 300 field locations.\nCoordinate field support activities across more than nearly 300 DOT locations and 10,000 users, ensuring consistent service delivery of hardware, software and support services.\nSupport operator and directory services and telephony operations related to voice, conferencing, data, wireless and paging.\nMobility & Asset Management\nOversee wireless device tracking, provisioning, upgrades, and decommissioning.\nEnsure accurate inventory management of laptops, desktops, mobile devices, and peripherals.\nWork closely with asset tracking teams to maintain compliance with federal and departmental requirements.\nOperational Leadership & Performance\nDevelop, monitor and implement continuous improvement of services using operational metrics, dashboards, and performance indicators for end user services.\nDrive continuous improvement initiatives, including enhancing knowledge bases and self-services, to enhance customer experience and operational efficiency.\nCollaborate with Infrastructure, Cybersecurity, and Program Support teams to ensure cohesive service delivery across the enterprise.\nService Governance & Quality\nImplement ITIL-based processes and standards for incident, request, and problem management.\nEnsure compliance with DOT security policies, cybersecurity requirements, and configuration baselines.\nMaintain documentation for processes, SOPs, knowledge articles, and workflow enhancements.\nProgram & Stakeholder Coordination\nServe as the primary operational liaison to DOT stakeholders regarding end user service performance.\nParticipate in governance forums, program reviews, and cross-functional planning sessions.\nSupport project rollouts, migrations, and enterprise initiatives requiring end user impact analysis or coordination.\nWork Location: Washington, DC\n#DOTEITSS\nQualifications\nRequired Qualifications:\nBachelor’s degree in IT, Information Systems, or related field.\n12 years of experience managing end user support operations in enterprise environments.\nDemonstrated leadership experience in service desk and desk side/field support management.\nKnowledge of ITIL frameworks and modern service management tools; specifically ServiceNow.\nStrong understanding of hardware/software lifecycle practices, asset management and mobility device administration.\nExperience working in federal environments or large multi-site organizations preferred.\nUS Citizenship is required.\nMust have ability to obtain a Public Trust clearance.\n*This role is contingent of Peraton winning an award*\nPeraton Overview\nPeraton 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.\nTarget Salary Range\n$135,000 - $216,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.EEO\nEEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.","description_format":"text","description_chars":5188,"description_truncated":false,"requirements":{"experience_years_min":12,"management_years_min":12,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["National Security","Homeland Security"],"lifecycle":[{"event":"open","at":"2026-09-26T04:10:23Z"}],"liveness":{"score":23,"band":"cold","label":"Long shot","p_open":1,"p_active":0.664,"p_room":0.35,"age_days":6,"expected_fill_days":3,"reasons":["conf:42","velocity","win:tail","comp:brand"],"computed_at":"2026-10-02T05:45:00Z"},"pay":{"stated_usd_annual":216000,"is_top_pay":true},"html_url":"https://alion.io/job/peraton-end-user-operations-manager","json_url":"https://alion.io/job/peraton-end-user-operations-manager.json","meta":{"generated_at":"2026-10-03T03:35:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3519,"day_limit":5000,"remaining_today":1481,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}