Help Desk Manager

Peraton • MacDill AFB, FL

3h • $104,000 - $166,000 • Onsite

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 C 2I SR 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 MacDill Air Force Base, Florida . Responsibilities: As a Help Desk Manager - Senior you will provide technical and management leadership for all equipment and information support functions across the Task Order. Your responsibilities include: 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. Utilize the following Role Specific Tools: Enterprise help desk platforms (ServiceNow, Remedy, Jira Service Management) for multi-tiered ticketing and workflow automation; AI assisted ticket routing and knowledge base integration for “smart” trouble ticket management; collaboration platforms (Teams, Slack, Confluence) for real time coordination and escalation; SOP/QRC libraries for standardized help desk operations; lessons learned repositories for recurring issue resolution and continuous improvement; compliance audit checklists for DoD SATCOM support standards and Section 508 accessibility; stakeholder communication dashboards for ticket visibility, SLA tracking, and escalation reporting; predictive analytics engines for trend analysis, surge forecasting, and proactive issue prevention; configuration management databases (CMDB) for asset documentation and version control; mobile applications for field engineers to access tickets and update status in real time.

Requirements

• Previous experience as a Help Desk Manager or similar role supporting a DoD customer at the C CMD leve l
• Minimum of 12 years’ experience to include supervisory/managerial experience .
• A current, active DoD security clearance at the TS/SCI level
• US citizenship is

Nice To Haves

• Must complete 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.
• DoD 8140 role for WRC: 411; Element: IT; Work Role: Technical Support Specialist; Proficiency Level: Intermediate / 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.

Benefits

• Be part of a mission-critical team supporting our nation’s elite and its mission partners in delivering cutting-edge C2ISR capabilities
• Work in a dynamic and collaborative environment supporting critical national security operations
• Manage cutting-edge communications and sensor systems that directly impact operational readiness
• Access to professional development opportunities and career growth within the intelligence and cybersecurity community
• Opportunity to work with advanced tactical communications technologies and AISR systems

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed