End User Services Delivery Lead

Responsibilities

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:

• 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 case, 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 meet Service Level Agreements that meet business expectations and continually measure for compliance and improvement opportunities.
• Respond to escalated support requests to ensure they are resolved in a timely, accurately, and professional manner.

* Positions are contingent on contract award *

 

Qualifications

Required Qualifications:

• Bachelors 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 nation