Help Desk Manager (Senior)
About The Position
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 overseeing Help Desk reporting, performance tracking, and service delivery visibility to support Government insight into user support operations for MODES III. This position is remote and requires an active Secret clearance. JOB DESCRIPTION Help Desk Manager Responsible for overseeing Help Desk reporting, performance tracking, and service delivery visibility to support Government insight into user support operations for MODES III. Oversees collection, consolidation, and analysis of Help Desk performance data, ensuring accurate tracking of tickets, response times, resolution metrics, and service trends. Ensures Help Desk reporting outputs provide clear visibility into support workload, performance against service levels, and recurring user issues. Develops and maintains recurring and ad hoc Help Desk reports and dashboards to support Government oversight and decision-making. Coordinates with Help Desk staff and technical teams to validate data accuracy and ensure reporting reflects actual service delivery activities. Identifies trends, risks, and improvement opportunities based on Help Desk metrics and provides recommendations to enhance support effectiveness. Familiar with: ServiceNow/Remedy/HappyFox, MTAR/AMS, ITIL processes, AD/LDAP, PAM basics, VoIP/Contact Center (TalkDesk), ticket routing/automation, reporting dashboards (Power BI/Tableau), SLA/PRS tracking, knowledge base (Tier‑0) management, escalation matrices, shift scheduling tools, vendor/subcontractor scorecards.
Requirements
- Active Secret clearance required.
- 10 years relevant experience with background in people management
- 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.
Nice To Haves
- 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+
- 10 years relevant experience with BS/BA degree or 8 years with MS/MA or 6 years with phd or 14 years w/o a degree ot 12 years with AS/AA
- remote with the ability to travel to the NCR as needed
Responsibilities
- Overseeing Help Desk reporting, performance tracking, and service delivery visibility to support Government insight into user support operations for MODES III.
- Oversees collection, consolidation, and analysis of Help Desk performance data, ensuring accurate tracking of tickets, response times, resolution metrics, and service trends.
- Ensures Help Desk reporting outputs provide clear visibility into support workload, performance against service levels, and recurring user issues.
- Develops and maintains recurring and ad hoc Help Desk reports and dashboards to support Government oversight and decision-making.
- Coordinates with Help Desk staff and technical teams to validate data accuracy and ensure reporting reflects actual service delivery activities.
- Identifies trends, risks, and improvement opportunities based on Help Desk metrics and provides recommendations to enhance support effectiveness.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
