Top 14 Service desk manager Jobs in Albuquerque Nm

Senior Service Desk Manager
Peraton —Albuquerque, NM
- $104,000 - $166,000 a year
- Computer Science
- Windows
- High school diploma or GED
- Health savings account
- Paid holidays
Service Desk Analyst (Technical or Patient Support)
Unity —Albuquerque, NM
- Full-time
- Communication skills
- Entry level
Quick Apply
Systems Administrator
SMS DATA PRODUCTS GROUP, INC —Albuquerque, NM
- Full-time
- Mid-level
- Leadership
- Communication skills
Quick Apply
MIS Data Coordinator (Part-Time) - EET
Youth Development Inc —Albuquerque, NM
- $21.29 an hour
- Full-time
- Current TB test
- Computer Science
- HIPAA
Windows Desktop Support Technician
Edgewater Federal Solutions, Inc. —Albuquerque, NM
- Full-time
- Research
- Windows
- High school diploma or GED
Linux Deskside Support Technician
Edgewater Federal Solutions, Inc. —Albuquerque, NM
- Full-time
- Mid-level
- Windows
- High school diploma or GED
12d
HVAC CSR COORDINATOR - STEVENS EQUIPMENT SUPPLY
DAIKIN COMFORT TECHNOLOGIES DIST INC —Albuquerque, NM
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Writing skills
Quick Apply
IT SYSTEMS ANALYST MANAGER
Isleta Resort & Casino —Albuquerque, NM
- From $100,560.45 a year
- Holidays
- Computer science
- Computer Science
- Ability to walk for extended periods
Quick Apply
SWIFT Walk Up Support Technician
Edgewater Federal Solutions, Inc. —Albuquerque, NM
- Full-time
- Laboratory
- Mid-level
- High school diploma or GED
13315 - Business Consultant - NM
Distro —Albuquerque, NM
- $70,000 - $80,000 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Mid-level
- Health savings account
- Paid holidays
Quick Apply
10d
Account Manager
Relevant Industrial LLC —Albuquerque, NM
- Full-time
- Engineering
- Office
- 3 years

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Senior Service Desk Manager

Peraton -
Albuquerque, NM

Apply Now

Job Details

$104,000 - $166,000 a year

Benefits

Health savings account
Paid holidays
Disability insurance
Health insurance
Dental insurance
401(k)
Paid time off
Parental leave
Employee assistance program
Vision insurance
Life insurance

Qualifications

Government information & network security
ITIL Foundation
Managing technical support teams
ITIL Certification
NIST SP 800-53
Team supervision
Managing teams in a customer support role
Enterprise software
Incident management software
FISMA
Metrics Reporting
Incident Escalation
Software administration
Information security compliance
Team development
Q Clearance
Technology management
Computer hardware
Desktop (troubleshooting support)
Customer support ticket management
Mentoring
ServiceNow
Management reporting
Automation tools
Peripheral hardware support
Ticketing system technical support
Senior leadership

Full Job Description

About Peraton

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 solve the most daunting challenges that our customers face. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

About The Role

Peraton is seeking an experienced Service Desk Manager to join our team of qualified and diverse individuals.

Peraton supports the NNSA Office of Secure Transportation (OST), which is responsible for the safe and secure transport of nuclear weapons, components, and special nuclear materials across the United States. OST operates a fleet of specially equipped vehicles and employs Federal Agents and technical staff under strict security protocols. The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and III support operations, ITSM platform management, and continuous service improvement for the NNSA OST user community. This role is central to ensuring mission continuity and end-user productivity across OST’s operationally sensitive environment.

Location: Onsite in Albuquerque, NM (primary location), with travel to field locations as required.

Day to Day Roles and Responsibilities:

Serve as the senior leader for all IT service desk operations under Task 2 of the NNSA OST IT Support PWS
Lead, motivate, and mentor a team of Tier I and II service desk professionals, fostering a collaborative and high-performance team culture
Manage the day-to-day resolution of service desk tickets, incidents, and requests in compliance with contractually defined SLAs
Perform and oversee Tier III problem resolution, walking NNSA OST end-users through advanced troubleshooting steps and classifying issues by level, priority, and nature
Track, analyze, and report KPIs and SLA performance metrics to program management and government stakeholders; identify and implement areas for continuous improvement
Administer and optimize the ServiceNow ITSM platform including incident, request, change, and knowledge management modules
Collaborate with internal stakeholders and business units across NNSA OST locations to align IT support with operational goals and mission requirements
Ensure a high standard of customer service is maintained, addressing escalated issues and serving as the final escalation point for complex or sensitive support cases involving NNSA OST end-users
Identify opportunities for process improvement and implement streamlined workflows to optimize service desk efficiency and effectiveness
Conduct regular training sessions and provide ongoing coaching to service desk staff to enhance technical skills and customer service capabilities
Stay current with industry best practices and emerging technologies to continuously enhance service desk capabilities
Coordinate with the Network Operations Team Lead and Server Operations Team Lead to restore services and resolve root-cause issues affecting NNSA OST end-users
Provide advanced technical advice and guidance on installation, configuration, and enhancement of IT products and programs used by NNSA OST personnel
Prepare and present service desk performance reports, trend analyses, and improvement recommendations to program management and government stakeholders

Qualifications

Basic Qualifications:

High School diploma and 12 years of experience, may have supervisory or management experience
Must be a U.S. Citizen
Must have the ability to obtain/maintain a DOE Q Clearance (equivalent to a Top Secret clearance) and be eligible for access to Sensitive Compartmented Information (SCI) and Special Access Programs (SAP).
Minimum of 10 years of progressive IT experience, with at least 3 years in a service desk management or IT operations leadership role
Experience managing enterprise Service Desk operations using ServiceNow or an equivalent ITSM platform.
Experience leading Tier I and Tier II service desk teams, including escalation management across Tier I, II, and III support.
Experience supporting enterprise end user computing environments, including Windows workstations, hardware, software, peripherals, and basic network connectivity.
Experience implementing automation, AI enabled service desk capabilities, or intelligent ITSM solutions to improve ticket routing, resolution, and operational efficiency.
Experience managing SLA performance, reporting metrics, and service delivery in mission critical environments.
Experience supporting secure federal environments and familiarity with FISMA, NIST SP 800-53, and related cybersecurity requirements.
Demonstrated leadership experience managing, mentoring, and developing technical support personnel.

Certifications (Required):

ITIL v4 Foundation certification required

Preferred Qualifications:

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field
Proven experience managing IT Service Desk teams and end-user support functions in a federal government or DoD/DOE environment preferred
Active DOE Q Clearance (equivalent to DoD Top Secret)
Experience managing Service Desk operations supporting 500+ end users across multiple geographic locations.
Experience leading teams of 5 or more Tier I and Tier II Service Desk technicians.
Experience supporting federal IT contracts valued at $10M or greater.
Experience leading major technology refreshes, ITSM platform migrations, or organizational transformation initiatives.
Experience implementing AI driven chatbots, virtual agents, automated ticket classification, or ServiceNow AI capabilities.
Experience with ServiceNow administration, workflow development, reporting, dashboards, and performance analytics.

Details

Target Salary Range: $104,000 - $166,000. 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.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.

Application Statements: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

Apply Now

Refine Your Search

service desk manager jobs in albuquerque nm

Senior Service Desk Manager

Service Desk Analyst (Technical or Patient Support)

Systems Administrator

MIS Data Coordinator (Part-Time) - EET

Windows Desktop Support Technician

Linux Deskside Support Technician

HVAC CSR COORDINATOR - STEVENS EQUIPMENT SUPPLY

IT SYSTEMS ANALYST MANAGER

SWIFT Walk Up Support Technician

13315 - Business Consultant - NM

Account Manager

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