Tier 1 Service Desk Manager

Job Locations

US

Position Overview

The Tier 1 Service Desk Manager is responsible for overseeing day-to-day operations of the Tier 1 Service Desk for the Department of Energy. This role ensures timely, professional, and compliant delivery of first-level IT support services while meeting or exceeding Service Level Agreements (SLAs), customer satisfaction targets, and federal security and operational requirements.

The Tier 1 Service Desk Manager leads a team of Tier 1 technicians, serves as the primary point of contact for Tier 1 operations, and works closely with Tier 2/3 support teams, program management, cybersecurity, and government stakeholders to ensure seamless service delivery.

Key Responsibilities

Operational Management

Manage daily operations of the Tier 1 Service Desk, including staffing, scheduling, call volume management, and queue monitoring
• Ensure compliance with contract requirements, SLAs, KPIs, and performance metrics
• Monitor ticket lifecycle to ensure timely resolution, escalation, and documentation
• Serve as the escalation point for complex or high-visibility Tier 1 issues

Leadership & Team Management

• Lead, mentor, and supervise Tier 1 Service Desk staff
• Conduct performance reviews, coaching, and corrective actions as needed
• Ensure staff maintain required certifications, training, and security compliance
• Foster a customer-focused, mission-driven service culture

Process & Quality Improvement

• Implement and maintain ITIL-aligned service desk processes (Incident, Request, Knowledge, and Escalation Management)
• Identify trends, recurring issues, and opportunities for process improvement
• Develop and maintain Tier 1 procedures, scripts, and knowledge base articles
• Support continuous service improvement initiatives

Customer & Stakeholder Engagement

• Act as the primary point of contact for Tier 1 service delivery
• Participate in service review meetings and operational briefings
• Address customer concerns and satisfaction issues proactively
• Support audits, inspections, and contract compliance reviews

Reporting & Documentation

• Produce and deliver required operational reports (daily, weekly, monthly)
• Track and report on SLA compliance, call metrics, ticket volumes, and customer satisfaction
• Maintain accurate documentation in accordance with federal and contract standards

Required Skills & Competencies

• Strong leadership and team management skills
• Excellent written and verbal communication skills
• Customer service mindset with attention to detail
• Ability to manage high-volume, high-visibility environments
• Strong analytical and problem-solving abilities
• Ability to work effectively with government stakeholders

Required Qualifications

• Bachelor’s degree and 10+ years of IT service desk or technical support experience
• 2+ years of supervisory or management experience in a help desk or service desk environment
• Experience supporting government or large enterprise IT environments
• Strong knowledge of ITIL frameworks and service desk best practices
• Experience with ServiceNow
• Familiarity with SLAs, KPIs, and contract performance management

Preferred Qualifications

• ITIL v4 Foundation certification
• #cboss

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.

$86,000 – $138,000. 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: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.