Poly

Peraton•Annapolis Junction, MD

About The Position

The Task Order (TTO) supports a suite of web-based applications that automate data management processes for Intelligence Community (IC) data custodians. These applications facilitate the capture of information, approvals, and workflows required to move data through the customer mission space in a compliant and secure manner. The products are critical to standardizing and simplifying data movement, enabling data reuse, and supporting integration with downstream mission tools and applications. The team is seeking an experienced Help Desk Lead to oversee customer support and ticket management for this suite of data management applications. This role will serve as a key point of contact for customers, providing technical support, coordinating issue resolution, and ensuring help desk operations are efficiently managed from initial intake through closure. The position requires strong communication, technical troubleshooting, and organizational skills, along with the ability to collaborate effectively across engineering and application teams.

Requirements

14 years of experience as a SE in programs and contracts of similar scope, type and complexity is required.
Bachelor’s degree in System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline from an accredited college or university is required. Five (5) years of additional SE experience may be substituted for a bachelor’s degree.
Demonstrated ability to operate as a self-starter with strong verbal and written communication skills, capable of conveying complex concepts effectively to customers and end users.
Provide support to IT systems, including day-to-day operations, monitoring, and troubleshooting across client devices; deliver Tier 1 (Help Desk) and Tier 2 (escalation) support for problem identification, diagnosis, and resolution, while ensuring timely escalation and clear communication of status to agency management and internal customers
Demonstrated experience in planning and leading Systems Engineering efforts is required.
Experience with Jira and Confluence
TS/SCI clearance with polygraph clearance required

Responsibilities

Lead the management of customer help desk requests and Jira tickets, ensuring issues are prioritized, assigned, tracked, and resolved in a timely manner.
Provide technical support for a suite of Data Management applications, including user access management, change requests, and real-time troubleshooting of technical issues.
Collaborate with Systems Engineers, Software Engineers, and external application teams to troubleshoot issues, identify root causes, and drive timely resolution.
Document incidents, technical issues, user requests, and change requests in Jira across multiple network platforms.
Create, update, and maintain internal and customer-facing documentation in Confluence, including troubleshooting procedures, user guides, and operational processes.
Manage the full lifecycle of Jira tickets, including intake, prioritization, assignment, tracking, customer communication, follow-up, and closure.
Coordinate software deployments, system upgrades, configuration changes, and security patching activities with appropriate technical teams.
Participate in internal and customer meetings to provide status updates, gather requirements, identify emerging issues, and ensure alignment on operational priorities.
Monitor help desk performance and identify opportunities to improve processes, documentation, customer support, and overall service delivery.
Generate and deliver weekly and monthly operational, incident, and performance metrics to support program reporting and customer visibility.
Ensure support activities and documentation follow applicable security, operational, and customer requirements.