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Peraton

60 Peraton Service Desk Manager Jobs Hiring Near You

Peraton

Service Desk Manager

Washington, DC · On-site

$112K - $179K/yr

This role is responsible for managing daily Service Desk operations, supervising multi-tier ... Peraton operates at the critical nexus between traditional and nontraditional threats across all ...

Peraton

Service Desk Manager

Washington, DC · On-site

$112K - $179K/yr

This role is responsible for managing daily Service Desk operations, supervising multi-tier ... Peraton operates at the critical nexus between traditional and nontraditional threats across all ...

Peraton

Service Desk Manager

Washington, DC

$112K - $179K/yr

This role is responsible for managing daily Service Desk operations, supervising multi-tier ... Peraton operates at the critical nexus between traditional and nontraditional threats across all ...

Peraton

Service Desk Manager

Washington, DC · On-site

$112K - $179K/yr

This role is responsible for managing daily Service Desk operations, supervising multi-tier ... Peraton operates at the critical nexus between traditional and nontraditional threats across all ...

Peraton

Service Desk Technician

Baltimore, MD · On-site

$104K - $166K/yr

Knowledge of risk management processes (e.g., methods for assessing and mitigating risk ... Peraton Overview Peraton is a next-generation national security company that drives missions of ...

Peraton

Service Desk Technician

Linthicum, MD · On-site

$104K - $166K/yr

Responsibilities Peraton is hiring an IT Specialist to support one of our government customers. You ... Knowledge of risk management processes (e.g., methods for assessing and mitigating risk)

Peraton

Service Desk Technician

Linthicum, MD · On-site

$104K - $166K/yr

Responsibilities Peraton is hiring an IT Specialist to support one of our government customers. You ... Knowledge of risk management processes (e.g., methods for assessing and mitigating risk)

Peraton

Service Desk Technician

Linthicum, MD

$104K - $166K/yr

Responsibilities Peraton is hiring an IT Specialist to support one of our government customers. You ... Knowledge of risk management processes (e.g., methods for assessing and mitigating risk)

Peraton

Service Desk Technician

Linthicum Heights, MD · On-site

$104K - $166K/yr

Responsibilities Peraton is hiring an IT Specialist to support one of our government customers. You ... Knowledge of risk management processes (e.g., methods for assessing and mitigating risk)

Peraton

Tier 2 Service Desk Technician

Oak Ridge, TN · On-site

$51K - $82K/yr

... device management basics Excellent communication and customer service skills PC hardware ... Peraton operates at the critical nexus between traditional and nontraditional threats across all ...

Peraton

Tier 2 Service Desk Technician

Oak Ridge, TN · On-site

$51K - $82K/yr

... device management basics Excellent communication and customer service skills PC hardware ... Peraton operates at the critical nexus between traditional and nontraditional threats across all ...

Peraton

Tier 2 Service Desk Technician

Oak Ridge, TN · On-site

$51K - $82K/yr

... management basics • Excellent communication and customer service skills • PC hardware ... Peraton operates at the critical nexus between traditional and nontraditional threats across all ...

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Peraton Jobs Information

What are the key skills and qualifications needed to thrive as a Service Desk Manager, and why are they important?

To thrive as a Service Desk Manager, you need strong IT knowledge, experience in service management, and often a relevant degree or ITIL certification. Familiarity with ticketing systems such as ServiceNow or Jira, as well as reporting and analytics tools, is typically required. Excellent leadership, problem-solving, and communication skills set standout managers apart, enabling them to lead teams effectively and resolve conflicts. These competencies ensure efficient service delivery, high customer satisfaction, and continuous improvement in IT support environments.

What are the most common challenges faced by a Service Desk Manager, and how can they be effectively addressed?

Service Desk Managers often encounter challenges such as balancing high ticket volumes, ensuring timely resolution of issues, and managing team performance under pressure. Effective strategies include implementing clear processes for ticket prioritization, regularly training staff on both technical and customer service skills, and utilizing performance metrics to identify areas for improvement. Additionally, fostering open communication and collaboration within the team helps address issues promptly and maintain a positive work environment.

What is a Service Desk Manager?

A Service Desk Manager is a professional responsible for overseeing the daily operations of an organization’s IT service desk. They lead a team that provides technical support to users, ensuring that incidents and service requests are resolved efficiently. The Service Desk Manager also implements processes and best practices to improve customer satisfaction, manages staff performance, and coordinates with other IT departments to resolve complex issues. Their ultimate goal is to ensure smooth IT service delivery and support across the organization.

What is the difference between Service Desk Manager vs Help Desk Supervisor?

AspectService Desk ManagerHelp Desk Supervisor
ResponsibilitiesOversees entire service desk operations, manages teams, develops policies, and ensures service quality.Supervises help desk staff, handles escalations, and ensures ticket resolution efficiency.
Required CredentialsTypically requires ITIL certification, relevant IT experience, and leadership skills.Often requires help desk experience, customer service skills, and basic IT certifications.
Work EnvironmentLeads a team in a corporate IT setting, focusing on strategic improvements.Manages daily help desk activities, often in a support center environment.

The main difference is that a Service Desk Manager has broader strategic and managerial responsibilities, overseeing the entire service desk operation, while a Help Desk Supervisor focuses on daily team supervision and ticket resolution. Both roles require IT knowledge and customer service skills, but the Service Desk Manager typically holds a higher level of responsibility and leadership.

What is it like to work at Peraton?

Peraton is a technology-driven company that values innovation, collaboration, and customer satisfaction, fostering a dynamic and inclusive work environment.

The company's structure is organized around mission-focused teams, with employees working on cutting-edge projects in areas such as space, cybersecurity, and telecommunications, often in partnership with government agencies and private sector clients. Peraton's work environment is characterized by a mix of on-site and remote work arrangements, with access to state-of-the-art facilities and resources.

Working at Peraton may appeal to candidates who are passionate about applying technology to solve complex problems, are eager to contribute to high-stakes projects, and value opportunities for professional growth and development in a rapidly evolving industry.

Do workers at Peraton get paid breaks?

Yes. Most people get paid breaks.
68% of people say they get paid breaks.
Based on data from 37 people who took the Breakroom Quiz between November 2024 and May 2026.

Does Peraton pay people when they’re sick?

Yes. Most people get paid when they’re sick.
69% of people say they would get paid if they were sick but scheduled to work.
Based on data from 45 people who took the Breakroom Quiz between December 2024 and May 2026.

At Peraton, are sick days and vacation days separate paid time off?

Only some people have separate paid time off for sick days and vacation.
58% of people say they have to use vacation days when they’re out sick.
Based on data from 24 people who took the Breakroom Quiz between May 2025 and May 2026.

Is the health insurance from Peraton affordable enough for their workers?

Most people say the health insurance costs are okay.
95% of people say the health insurance costs are okay
Based on data from 19 people who took the Breakroom Quiz between March 2025 and May 2026.

Do people get paid time off at Peraton?

Most people get paid time off work.
100% of people say they get paid time off.
Based on data from 25 people who took the Breakroom Quiz between May 2025 and May 2026.

How far ahead of time do people find out their work schedule?

Most people find out their schedule less than four weeks ahead of time.
  • 64% of people with changing schedules find out their shifts one week or less ahead of time.
  • 27% of people with changing schedules find out their shifts two weeks ahead of time.
  • 9% of people with changing schedules find out their shifts three weeks ahead of time.
  • 0% of people with changing schedules find out their shifts four weeks or more ahead of time.

Based on data from 11 people who took the Breakroom Quiz between January 2025 and December 2025.

Do workers at Peraton worry about hours?

Most people don’t worry about getting enough hours.
94% of people report they don’t worry about getting enough hours.
Based on data from 33 people who took the Breakroom Quiz between November 2024 and May 2026.

Do Peraton workers get to choose the shifts they work?

Most people get to choose which shifts they work.
68% report that they have enough control over which shifts they work.
Based on data from 19 people who took the Breakroom Quiz between December 2024 and December 2025.

How easy is it for Peraton workers to change shifts?

Most people find it easy to change shifts.
91% of people report that it’s easy to change shifts if they need to.
Based on data from 22 people who took the Breakroom Quiz between November 2024 and May 2026.

How easy is it to get time off at Peraton?

Most people find it easy to get time off.
89% of people report it’s easy to get time off.
Based on data from 46 people who took the Breakroom Quiz between November 2024 and May 2026.

Do Peraton managers change schedules at the last minute?

Most managers don’t change people’s schedules at the last minute.
95% of people say their manager doesn’t change their shift schedule at the last minute.
Based on data from 37 people who took the Breakroom Quiz between November 2024 and May 2026.

Do workers at Peraton do extra work that they don't get paid for?

Rarely. Most people don’t do unpaid extra work.
94% of people report that they don’t do extra unpaid work.
Based on data from 35 people who took the Breakroom Quiz between November 2024 and May 2026.

How easy is it to take sick days at Peraton?

Most people find it easy to take sick days.
96% of people report that it’s easy to take time off if they are sick.
Based on data from 49 people who took the Breakroom Quiz between November 2024 and May 2026.

Is working at Peraton good if you’re a parent or caregiver?

Most parents and caregivers say this is a good place to work.
94% of people who care for a child or other relative report this is a good place to work.
Based on data from 17 people who took the Breakroom Quiz between December 2024 and May 2026.

Do people at Peraton feel treated with respect by their managers?

Most people feel treated with respect by their managers.
86% of people say they’re treated with respect by their managers.
Based on data from 49 people who took the Breakroom Quiz between November 2024 and May 2026.

Do people at Peraton get to take their breaks without interruption?

Most people get breaks without interruption.
82% of people report that they get to take their breaks without interruption.
Based on data from 45 people who took the Breakroom Quiz between December 2024 and May 2026.

Is it stressful to work at Peraton?

Some people feel stressed out here.
67% of people say they often feel stressed out at work.
Based on data from 48 people who took the Breakroom Quiz between November 2024 and May 2026.

Do people at Peraton enjoy their jobs?

Most people enjoy their job.
78% of people report they enjoy their job.
Based on data from 41 people who took the Breakroom Quiz between November 2024 and May 2026.

Do people at Peraton recommend working with their team?

Only some people recommend working with their team.
46% of people report that they wouldn’t recommend working with their immediate team to a friend.
Based on data from 52 people who took the Breakroom Quiz between November 2024 and May 2026.

Do people get enough training when they start at Peraton?

Some people didn’t get enough training when they started.
34% of people report they didn’t get enough training when they started working here.
Based on data from 47 people who took the Breakroom Quiz between November 2024 and May 2026.

Do people get support to advance at Peraton?

Only some people are given support to advance their career here.
In the last year, 43% of people report not being given support to advance their career here.
Based on data from 42 people who took the Breakroom Quiz between November 2024 and May 2026.

Do people think Peraton’s headquarters understands what’s happening where they work?

Most people think headquarters doesn’t understand what’s happening where they work.
81% of people think that this employer’s headquarters or owners don’t have a good understanding of what’s really happening where they work.
Based on data from 47 people who took the Breakroom Quiz between December 2024 and May 2026.

Do workers feel well informed about how Peraton is doing?

Only some people feel well informed about how the company is doing.
42% of people feel that they aren’t kept well informed about how the company is doing as a whole.
Based on data from 45 people who took the Breakroom Quiz between December 2024 and May 2026.
What other companies are hiring for Service Desk Manager jobs?
What are the most popular jobs at Peraton?
What are the most popular categories at Peraton?
Infographic showing various Service Desk Manager job openings at Peraton in the United States as of May 2026, with employment types broken down into 99% Full Time, and 1% Part Time. Highlights an 95% Physical, 2% Hybrid, and 3% Remote job distribution.
Service Desk Manager

Service Desk Manager

Peraton

Washington, DC • On-site

$112K - $179K/yr

Other

This job post has expired today. Applications are no longer accepted.

Peraton rating

8.3

Company rating: 8.3 out of 10

Based on 52 frontline employees who took The Breakroom Quiz

39th of 204 rated it services

Job description

Responsibilities
Position Summary
We are seeking an experienced Service Desk Manager to lead and oversee enterprise IT support operations within a federal government contracting environment. This role is responsible for managing daily Service Desk operations, supervising multi-tier technical support teams, driving operational excellence, and ensuring the delivery of high-quality customer service to a large and geographically dispersed user community.
The ideal candidate will possess strong leadership, customer engagement, incident management, and operational management experience supporting federal customers in mission-critical IT environments. This position requires collaboration with government stakeholders, technical teams, and program leadership to ensure service delivery objectives, operational metrics, and customer expectations are consistently achieved.
Key Responsibilities
  • Manage daily operations of the enterprise IT Service Desk supporting 4,000+ users across headquarters and geographically-distributed remote locations.
  • Supervise, mentor, and lead a team of Service Desk personnel across multiple support tiers.
  • Recruit, hire, onboard, train, and evaluate Service Desk personnel to maintain a high-performing support organization.
  • Serve as the primary liaison between contractor staff, federal leadership, and end-user communities to ensure effective communication and customer satisfaction.
  • Develop, implement, and maintain Standard Operating Procedures (SOPs), workflows, escalation paths, and operational processes.
  • Monitor Service Desk operations, ticket queues, SLA performance, escalations, and workforce productivity.
  • Prioritize Service Desk activities and operational tasks to ensure timely resolution of incidents, service requests, and customer issues.
  • Analyze staffing levels, ticket trends, workloads, and performance metrics to optimize service delivery and operational efficiency.
  • Coordinate and manage enterprise IT projects.
  • Identify service improvement opportunities, operational efficiencies, and customer experience enhancements.
  • Conduct regular meetings with stakeholders as required or needed.
  • Lead Incident Management activities during outages or critical events.
  • Maintain accurate documentation, reporting metrics, and operational dashboards for leadership review.
Qualifications
Required Qualifications
  • 10 years of experience, may have supervisory or lead experience
  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field preferred.
  • 5+ years of experience managing enterprise IT Service Desk or Help Desk operations in a government or large enterprise environment.
  • Experience leading multi-tier technical support teams in a fast-paced operational environment.
  • Demonstrated experience supporting large user populations across multiple geographic locations.
  • Strong customer service, communication, and stakeholder management skills
  • Working knowledge of:
  • Microsoft Windows environments
  • Active Directory and account administration
  • Desktop support operations
  • VoIP technologies
  • ITIL processes and best practices
  • Strong organizational, leadership, and project management skills.
  • Ability to work effectively with federal customers, technical teams, and contractor personnel.
  • Active Q/SCI clearance preferred; ability to obtain and maintain the clearance required.
Preferred Qualifications
  • ITIL Foundation or ITIL Managing Professional certification
  • PMP or other project management certification
  • Experience supporting Department of Energy

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. 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
EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

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About Peraton

Sourced by ZipRecruiter

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.

Industry

It services

Company size

10,000+ Employees

Headquarters location

Herndon, VA, US

Year founded

2017

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