Help Desk Manager - Senior
About The Position
Join Peraton's mission-critical team supporting secure, real-time data delivery across complex operational environments in direct support of our nation's warfighters. If you are driven by national security and energized by cutting-edge C2ISR capabilities, sensor integration, and resilient data transport solutions, we invite you to join our team. We are seeking highly cleared professionals who excel at the intersection of advanced communications infrastructure, distributed systems, and mission assurance—where reliability, security, and performance are paramount. Specifically, we are looking for a TS/SCI cleared Help Desk Manager - Senior to support this mission at Pope Army Airfield, NC.
Requirements
- Previous experience as a Help Desk Manager or similar role supporting a DoD customer at the CCMD level:
- Minimum of 10 years’ experience to include prior supervisory or management experience.
- A current, active DoD security clearance at the TS/SCI level
- US citizenship is required
Nice To Haves
- DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level and CE/Operating System (OS) certificate within six months of the assignment.
- 12+ years’ experience to include prior supervisory or management experience.
- DOD 8140 Compliance based on functional role for WRC: 411 Technical Support Specialist, Basic level / ability to obtain
Responsibilities
- Serves as a lead expert in designing, implementing, and optimizing comprehensive multi-tiered help desk operations for C2ISR Data Transport Infrastructure across global operational environments.
- Leads and manages multiple help desk teams or a large, complex help desk department, ensuring high performance, continuous improvement, and alignment with C2ISR mission objectives.
- Architects and implements advanced systematic trouble ticket management systems and performance tracking processes, leveraging ITSM tools (e.g., ServiceNow) for enhanced automation, analytics, and reporting.
- Directs all daily technical support activities across the help desk function, covering complex issues for computers, servers, and networks, ensuring adherence to best practices and efficient resolution.
- Develops and guides teams in advanced installation, troubleshooting, and repair methodologies for C2ISR PCs, related equipment, network infrastructure, and system components.
- Manages trouble logs and incident documentation standards across the help desk, implementing quality control measures and continuous improvement for reporting.
- Drives continuous operational situational awareness and communication resilience by developing robust incident management frameworks, crisis communication plans, and integration with C2ISR operational centers.
- Manages the supporting operations 24 hours a day, seven days a week, 365 days a year (24/7/365)
- Manages training and readiness programs for all help desk staff, identifying skill gaps, developing curriculum, and fostering a culture of continuous learning and technical excellence.
- Functions as a technical expert in help desk operations, anticipating strategic risks, and ensuring robust, adaptable, and high-performance support solutions for C2ISR operational readiness.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
