Help Desk Manager

Peraton•Robins AFB, GA

2d•Onsite

About The Position

Peraton is hiring an experienced Help Desk Manager for its Product Data Systems Support (PDSS) program at Robins Air Force Base in Georgia. This on-site role leads customer-focused, timely, and secure IT support in a Department of Defense or comparable enterprise environment. The manager oversees help desk personnel and daily operations, including work assignment, incident prioritization, service-level performance, escalations, and coordination with technical teams and stakeholders. The role also supports validation activities for regulated IT systems, as applicable.

Requirements

At least 6 years of relevant experience.
Experience leading help desk, service desk, or multi-tier technical-support teams in a high-tempo operational environment.
Experience managing incident triage, workload allocation, escalations, customer communications, and SLA performance.
Knowledge of IT troubleshooting, technical documentation, service-management practices, and end-user support processes.
Experience with Active Directory, Windows file shares, user-account administration, and permissions management.
Experience with IT service-management tools, ticketing systems, knowledge-management platforms, and SLA/SLO reporting.
Current CompTIA Security+ certification.
U.S. citizenship.
Ability to meet eligibility requirements for a Secret clearance.
Ability to meet eligibility requirements for a DoD CAC.

Nice To Haves

BA/BS degree and at least 2 years of relevant experience specifically leading help desk, service desk, or multi-tier technical-support teams in a high-tempo operational environment.
Active DoD Secret clearance, or an inactive Secret clearance that has been inactive for no more than two years.
Current or recent CAC issued within the past 90 days.
Knowledge of DoD cybersecurity and information-assurance requirements.
Experience supporting DoD networks or comparable enterprise IT environments.
Experience with capacity planning, workforce management, service reporting, and continuous process improvement.
Experience supporting databases and client database connections.

Responsibilities

Lead, supervise, mentor, and evaluate personnel supporting Tier 1 and Tier 2 IT services.
Manage daily help desk operations, including staffing, workload distribution, ticket queues, incident prioritization, escalations, and customer communications.
Ensure incidents and service requests are recorded, tracked, resolved, and closed according to SLAs, procedures, and customer requirements.
Monitor ticket volume, response and resolution times, backlog, first-contact resolution, recurring incidents, and customer satisfaction.
Prepare weekly and monthly performance reports, SLA dashboards, and trend analyses, and recommend corrective actions to customer leadership.
Coordinate escalated technical issues with system administrators, network engineers, cybersecurity personnel, vendors, developers, and other support organizations.
Establish and maintain standard operating procedures, knowledge articles, escalation procedures, and end-user support documentation.
Identify root causes of recurring issues and lead service-improvement efforts to reduce repeat incidents and improve customer experience.
Support user-account, permissions, software-installation, configuration, troubleshooting, and workstation-support activities as required.
Ensure help desk operations comply with applicable DoD security requirements, organizational policies, audit requirements, and documentation standards.
Communicate operational risks, service impacts, performance metrics, and recommended actions to technical personnel and nontechnical leadership.
Support validation activities for regulated IT systems, including procedures, documentation, status reporting, and coordination with clients, developers, and operational personnel, as applicable.