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Senior Service Desk Manager

Peraton
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Albuquerque, NM, USA
Aug 01, 2026

Basic Qualifications:

  • 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.

Certifications (Required):

  • ITIL v4 Foundation certification required

Preferred Qualifications:

  • 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.

Job ID

168271

Security Clearance

TS/SCI
About Peraton

At Peraton, we’re at the forefront of delivering the next big thing every day. We’re the partner of choice to help solve some of the world’s most daunting challenges, delivering bold, new solutions to keep people around the world safer and more secure.

We’re not mired in the past. We look at all problems with fresh eyes. We look past the obvious to bring the best talent, tech, and ideas together to completely transform how things get done, no matter the challenge.

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