Help Desk Manager (Senior)

Peraton•,

1d•$86,000 - $138,000•Remote

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 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. 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/Toll‑free 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

Requirements

Active Secret clearance required.
10+ years and relevant experience with People management responsibilities
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+

Responsibilities

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.