End User Services Division (EUSD) Manager

Peraton is seeking an End User Services Division (EUSD) Manager to join our team of qualified, diverse individuals. The ideal candidate will support the Department of Homeland Security (DHS)/ Transportation Security Administration (TSA) customer. Additionally, the role oversees and manages the operational aspects of ongoing projects and serves as liaison between project management and planning, project team, and line management. Reviews status of projects and budgets, manages schedules, and prepares status reports. Assesses project issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives. Develops mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, clients, and other stakeholders.

Day to Day Work Responsibilities:

Organize, direct, and manage task order operation support functions, involving multiple, complex, and interrelated project tasks in support of the End-User Services Division (EUSD).
• Serve as an end user services SME, directing the resolution of end user issues and concerns
• Lead the team responsible for providing end-user services to all TSA users worldwide & manage the customer experience by making sure that all Contractor resources are focused on providing the services necessary to achieve program requirements.
• Serve as "Field Account Manager" and primary customer interface for services to support the customer
• Provides strategic account support through proactively maintaining high-level technical and operational expertise and understanding industry trends and customer requirements
• Apply business management, financial concepts and contracts knowledge to analyze business needs
• Responsible for budget, time, and scope for End User Services support across 8 highly visible functional areas that include:
• Single Point of Contact (SPOC)/Service Desk Support
• Remote End User Support
• Resident onsite support at over 100 locations
• Nationwide Dispatch Support at over 500 locations
• International Support in over 30 countries
• Video Teleconference Support
• Hardware and Software Asset Management
• Request Fulfillment

#TSAImpact

Basic Qualifications:

• 10 years relevant experience.
• Strong leadership/management experience.
• US Citizenship required; must have the ability to obtain and maintain a TSA Entry on Duty (EOD) & Secret Clearance.
• Strong writing and communication skills.
• Required Certifications: ITIL4

Preferred Qualifications:

• Extensive TSA leadership experience
• Project Management Professional (PMP) certification

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.