Client Services Team Lead

Basic Qualifications

• Minimum 10 years of management experience
• of client services / deskside support experience in a large enterprise environment (5,000+ endpoints).
• Minimum 3 years in an IT outsourcing or managed-services environment.
• ITIL v3 Foundation certified
• Technical:
  
  Hands-onexpertisewithIBM MaaS
  360, Big Fix, Bomgar/Beyond Trust, Bit Locker, and endpoint security tools (McAfee, Carbon Black).
• MDM:
  Experience managinga large-scale mobile device management (MDM) program (5,000+ 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

• ITIL 4 Foundation certification
• Microsoft Certified:
  Modern Desktop Administrator Associate (MD-102).
• Experience with Microsoft Intune / Endpoint Manageras a complement or migration path from IBM MaaS
  360.
• Familiarity withSCCM/MECM for software deployment and patch management.
• Experience with
  
  Service
  
  Now 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 with cellular expense management (CEM)
• Demonstrated ability to lead, mentor, and develop high-performing technical teams in a 24x7x365managed-services environment.
• Strong written and verbal communication skills; ability to brief senior government stakeholders and customer leadership.
• Proven track 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 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 customer's approximately 8,800 endpoints, 6,485 cellular lines, and 1,032 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 MaaS
360, Big Fix, Bomgar, Bit Locker, Pulse VPN, McAfee, and Carbon Black.

• Lead and manage the Client Services team, providing technical direction, workload prioritization, and performance oversight for deskside, depot, dispatch, and wireless staff.
• Oversee deskside support for 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.
• Administer endpoint management(~8,800 endpoints) usingIBM MaaS
  360(MDM) andBigFix(patch management, software deployment).
• Manage the wireless program(6,485 cellular lines) —coordinate carrier relationships, device procurement, MDM enrollment, and cellular expense management.
• Oversee printer/MFD management(1,032devices) —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 approximately
  233 MACDs per month— manage workstation deployments, hardware refreshes, and peripheral installations.
• Administer remote support tools(Bomgar/Beyond Trust) —manage access policies, session recording, and technician licensing.
• Ensure endpoint security compliance using
  
  BitLocker, 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.