Client Services Team Lead

Peraton is seeking an experienced Client Services Team Lead that will be responsible for the end-to-end delivery of deskside support endpoint management wireless program management and depot/dispatch services for the primary customers approximately 8800 endpoints 6485 cellular lines and 1032 printers/MFDs across all customer locations. The ideal candidate will lead the Client Services team manage the walk-up kiosk oversees VDI administration and ensure approximately 233 MACDs per month are completed within customer defined SLA targets using tools including IBM MaaS360 BigFix Bomgar BitLocker Pulse VPN McAfee and Carbon Black.

Day to Day Roles and Responsibilities:

• Lead and manage the Client Services team providing technical direction workload prioritization and performance oversight for deskside depot dispatch and wireless staff.
• Oversee deskside supportfor all customer locations manage technician scheduling ticket queue management and SLA compliance.
• Manage thewalk-up kiosk ensure staffing service quality and customer satisfaction for walk-in technical support.
• Administerendpoint management(8800 endpoints) usingIBM MaaS360(MDM) andBigFix(patch management software deployment).
• Manage thewireless program(6485 cellularlines) coordinate carrier relationships device procurement MDM enrollment and cellular expense management.
• Overseeprinter/MFD management(1032devices) coordinate with OEM vendors manage toner/supply programs and ensure device availability.
• ManageVDI administration coordinate with the VMware team on VDI provisioning image management and user experience for virtual desktop users.
• Process approximately233 MACDs per month manage workstation deployments hardware refreshes and peripheral installations.
• Administerremote support tools(Bomgar/BeyondTrust) manage access policies session recording and technician licensing.
• Ensure endpoint security compliance usingBitLocker McAfee Carbon Black and Pulse VPNin coordination with the Designated Security Manager.
• Produce weekly/monthly Client Services metrics reports SLA performance dashboards and endpoint compliance analyses.
• Coordinate with the Service Desk Team Lead on escalation procedures ticket routing and Tier 1/Tier 2 handoff processes

Location: Work is located onsite in Northern Virginia.

Basic Qualifications:

• Minimum 10 years of management experience
• of client services / deskside support experience in a large enterprise environment (5000 endpoints).
• Minimum 3 years in an IT outsourcing or managed-services environment.
• ITIL v3 Foundation certified
• Technical:Hands-onexpertisewithIBM MaaS360 BigFix Bomgar/BeyondTrust BitLocker and endpoint security tools (McAfee Carbon Black).
• MDM: Experience managinga large-scale mobile device management (MDM) program (5000 devices).
• Experience with Windows 10/11 endpoint deployment imaging and lifecycle management.
• Must be a U.S. Citizen; must have the ability to obtain and maintain a Public Trust clearance

Preferred Qualifications:

• ITIL 4 Foundation certification
• Microsoft Certified: Modern Desktop Administrator Associate (MD-102).
• Experience withMicrosoft Intune / Endpoint Manageras a complement or migration path from IBM MaaS360.
• Familiarity withSCCM/MECM for software deployment and patch management.
• Experience withServiceNow ITSM for incident request and asset management.
• Knowledge ofZero Trust endpoint security principles and implementation.
• Prior federal government client services experience (FISMA NIST SP 800-53).
• Experience withcellular expense management (CEM)
• Demonstrated ability to lead mentor and develop high-performing technical teams in a 24x7x365managed-servicesenvironment.
• Strong written and verbal communication skills; ability to brief senior government stakeholders and customer leadership.
• Proventrack recordof managing SLA/SLO compliance and driving continuous service improvement (CSI).
• Experience managing vendor/OEM relationships and escalations.
• Collaborative leadership style with cross-functional coordination across multiple service towers.
• Ability to manage competing priorities resource constraints and rapid incident response simultaneously.
• Experience managing geographically distributed deskside support teams across multiple office locations.
• Customer-focused leadership style with emphasis on end-user satisfaction and first-contact resolution.

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 worlds 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 cant be done by solving the most daunting challenges facing our customers. Visit to learn how were keeping people around the world safe and secure.