Peraton
End User Services Delivery Lead
Peraton, Herndon, Virginia, United States, 22070
Peraton is seeking a highly qualified End User Services (EUS) Senior Delivery Leader to manage operations and staff for all aspects of end user services and customer support for a community of approximately 15,000 end users. This role will be responsible for the successful delivery of shared services to include Microsoft 365, help desk services, eDiscovery services, field support, deskside support, and workplace platform support.Responsibilities
The End User Services Delivery Lead will:Have functional accountability for enterprise-wide end user services teams and operations, including monitoring contract compliance, deliverables and reporting, quality, schedule and cost performance, customer satisfaction, and vendor, supplier and partner management.Build and maintain high performing teams, drive a positive culture, teamwork, communications, partnership, career development, and team excellence.Direct management of multiple end user services technical delivery teams, including performance goals, feedback and coaching, and managing employee schedules.Understand the software and hardware products used by the agency and the end-users, as well as customer relationship management (CRM) systems, helpdesk software, and remote support tools.Oversee troubleshooting of complex technical issues and drive to resolution efficiently; ensure issues are resolved, documented with root cause analysis, and corrective actions are implemented.Identify potential risks and problems and recommend solutions to prevent them, as well as continual improvement opportunities, cost effectiveness, and efficiency initiatives.Develop and maintain working relationships with all levels of the customer and Peraton organizations.Ensure incident and issue resolution in minimum time that meets Service Level Agreements and business expectations, continually measuring for compliance and improvement opportunities.Respond to escalated support requests to ensure they are resolved in a timely, accurate, and professional manner.* Positions are contingent on contract award *Qualifications
Required Qualifications:
Bachelor's Degree and at least 12 years of experience.Experience managing multiple teams (each with a dedicated manager or team leader) with both interdependent and stand-alone task responsibilities, strong delegation skills, and experience overseeing enterprise-wide projects.Very strong experience and demonstrated success in managing a full set of end-user support practices, including:End user field support of PC hardware (including peripherals) and software in Windows/Mac operating systems, individual and enterprise printers and multi-function devices, audiovisual and teleconferencing devices and solutions.Desktop image engineering, testing and distribution, COTS/GOTS application deployment, file and print services, Active Directory.Overseeing, coordinating with the client, and executing technology refresh for all end user computing platforms from request to fulfillment and disposal.Messaging & Collaboration platform teams (Microsoft 365 application including Exchange, Teams, SharePoint).Strong understanding of wireless communication protocols, such as Wi-Fi, Bluetooth, and cellular, as well as experience with network infrastructure, such as switches, routers, and access points.Must have experience with wireless security protocols and mobile device management (MDM) software.Strong and professional verbal and written communication skills, along with the ability to effectively communicate and present to different audiences such as senior leadership, cross-functional business groups, or technical staff. Must be able to communicate effectively with technical and non-technical stakeholders.Must be able to provide excellent customer service and support to end-users. This includes being patient, empathetic, and able to explain technical information in a clear and concise manner.Must be able to troubleshoot complex technical issues and coach and mentor teams to resolve them efficiently, as well as identify potential problems and recommend solutions to prevent them.Must have strong understanding of IT Service Management processes.Desired Qualifications:
Certified Wireless Network Professional (CWNP), Cisco Certified Network Associate (CCNA) Wireless, or CompTIA Network+ are preferred.ITIL certifications (minimally Foundations certified).Experience overseeing eDiscovery in PC compute, mobile devices, collaboration, and messaging areas.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.Target Salary Range
$112,000 - $179,000. This represents the typical salary range for this position based on experience and other factors.
#J-18808-Ljbffr
The End User Services Delivery Lead will:Have functional accountability for enterprise-wide end user services teams and operations, including monitoring contract compliance, deliverables and reporting, quality, schedule and cost performance, customer satisfaction, and vendor, supplier and partner management.Build and maintain high performing teams, drive a positive culture, teamwork, communications, partnership, career development, and team excellence.Direct management of multiple end user services technical delivery teams, including performance goals, feedback and coaching, and managing employee schedules.Understand the software and hardware products used by the agency and the end-users, as well as customer relationship management (CRM) systems, helpdesk software, and remote support tools.Oversee troubleshooting of complex technical issues and drive to resolution efficiently; ensure issues are resolved, documented with root cause analysis, and corrective actions are implemented.Identify potential risks and problems and recommend solutions to prevent them, as well as continual improvement opportunities, cost effectiveness, and efficiency initiatives.Develop and maintain working relationships with all levels of the customer and Peraton organizations.Ensure incident and issue resolution in minimum time that meets Service Level Agreements and business expectations, continually measuring for compliance and improvement opportunities.Respond to escalated support requests to ensure they are resolved in a timely, accurate, and professional manner.* Positions are contingent on contract award *Qualifications
Required Qualifications:
Bachelor's Degree and at least 12 years of experience.Experience managing multiple teams (each with a dedicated manager or team leader) with both interdependent and stand-alone task responsibilities, strong delegation skills, and experience overseeing enterprise-wide projects.Very strong experience and demonstrated success in managing a full set of end-user support practices, including:End user field support of PC hardware (including peripherals) and software in Windows/Mac operating systems, individual and enterprise printers and multi-function devices, audiovisual and teleconferencing devices and solutions.Desktop image engineering, testing and distribution, COTS/GOTS application deployment, file and print services, Active Directory.Overseeing, coordinating with the client, and executing technology refresh for all end user computing platforms from request to fulfillment and disposal.Messaging & Collaboration platform teams (Microsoft 365 application including Exchange, Teams, SharePoint).Strong understanding of wireless communication protocols, such as Wi-Fi, Bluetooth, and cellular, as well as experience with network infrastructure, such as switches, routers, and access points.Must have experience with wireless security protocols and mobile device management (MDM) software.Strong and professional verbal and written communication skills, along with the ability to effectively communicate and present to different audiences such as senior leadership, cross-functional business groups, or technical staff. Must be able to communicate effectively with technical and non-technical stakeholders.Must be able to provide excellent customer service and support to end-users. This includes being patient, empathetic, and able to explain technical information in a clear and concise manner.Must be able to troubleshoot complex technical issues and coach and mentor teams to resolve them efficiently, as well as identify potential problems and recommend solutions to prevent them.Must have strong understanding of IT Service Management processes.Desired Qualifications:
Certified Wireless Network Professional (CWNP), Cisco Certified Network Associate (CCNA) Wireless, or CompTIA Network+ are preferred.ITIL certifications (minimally Foundations certified).Experience overseeing eDiscovery in PC compute, mobile devices, collaboration, and messaging areas.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.Target Salary Range
$112,000 - $179,000. This represents the typical salary range for this position based on experience and other factors.
#J-18808-Ljbffr