Help Desk Manager (Senior)

Peraton is seeking a Help Desk Manager (Senior) to support the MODES III program supporting Military Community and Family Policy (MC&FP). In this role, the selected candidate will be responsible for leading and overseeing Help Desk operations to ensure responsive, efficient, and compliant user support services for MODES III systems and technical environments. This position is remote and requires an active Secret clearance.

JOB DESCRIPTION

Help Desk Manager Responsible for leading and overseeing Help Desk operations to ensure responsive, efficient, and compliant user support services for MODES III systems and technical environments.
• Leads day-to-day Help Desk operations, ensuring timely intake, tracking, escalation, and resolution of user requests and technical issues.
• Oversees implementation and operation of Help Desk tools and ticketing systems, ensuring accurate documentation, prioritization, and status tracking of support requests.
• Establishes and enforces Help Desk procedures, service levels, and workflows to support consistent, high-quality customer support.
• Monitors Help Desk performance metrics and trends, identifying areas for improvement and implementing corrective actions to enhance service delivery.
• Coordinates with IT, cybersecurity, and systems teams to ensure effective resolution of complex or escalated issues and alignment with operational requirements.
• Familiar with: ITSM platforms (ServiceNow/Remedy), MTAR, AMS, ITIL best practices, Azure AD/Active Directory, CCM, PAM/IAM tools, Secure remote support (approved DoD tools), VoIP/Tollfree systems, Dashboarding (Hygieia/Power BI/Tableau), SIEM integration (Splunk), RMF/eMASS artifact workflows, SSO/CAC integration, Workforce management/rostering tools, COOP/DR orchestration, QA/QMP frameworks

REQUIRED QUALIFICATIONS

• Active Secret clearance required.
• Experience: 10+ years and relevant experience with People management responsibilities
• Certifications: This role requires a demonstration of capability within the Cyberspace IT workforce. Successful applicants must satisfy Foundational Qualification standards via an approved industry certification (e.g., A+ or Network+) or documented equivalent military/educational training as defined in the DoD 8140 Qualification Matrix.

PREFERRED QUALIFICATIONS

• Eligible for Top Secret/SCI clearance.
• ITIL 4 Foundation certification or equivalent IT service management certification.
• Experience supporting large-scale government IT modernization programs.
• CompTIA Security+
• Education: BS/BA degree and 10 years relevant experience

Wroklocation: Remote work with the ability to travek to the NCR when required

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.