Help Desk Manager

The Help Desk manager shall oversee and manage daily help desk functions for a team of up to 30 Service Desk / Help Desk Analysts.  Responsible for coordinating and scheduling personnel across multiple locations within the Washington DC Area with several having 24 x 7 x 365 operations to ensure minimum staffing levels are met. Coordinate with other team leads to shift personnel across locations to account for increased ticket activity.  In addition, the Help Desk Manager will be able to train and mentor team members as our work depends on a Service Desk / Help Desk Analysts to bring professionalism and initiative to a fast-paced environment for success.  

• Scheduling personnel across multiple sites to ensure minimum staffing levels are met.
• Coordinating with other team leads and the Call center to ensure staffing levels to surge resources to various locations as operational needs dictate.
• Provide daily communication of status to contractor management and government personnel
• Providing program support as a Tier 1.5 Service Desk Technician.  
• Delivering excellent customer service and quick resolution of technical issues for customers via chat, email, and deskside support. 

• Supporting Tier 1 on-site installation, implementation, maintenance, troubleshooting and repair of desktops, laptops, printers, mobile phones, secure phones, and associated peripherals. 
• Troubleshooting and resolving issues involving Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies. 
• Supporting Microsoft Office and Active Directory products. 
• Documenting and tracking customer incidents and requests via ticketing management system by updating troubleshooting and resolution efforts and efficiently escalating tickets to appropriate teams when applicable. 

• Acting as a resource to answer user questions about hardware and software issues. 

• Bachelors degree and a minimum of 6 years of full time helpdesk experience. 4 years of additional experience can be substituted for education.
• Three or more years’ experience managing and supervising a team commensurate with the size of this project
• Proven experience in interpersonal skills involving building  strong relationships, managing diverse teams and resolving conflict with diplomacy.
• Required Technical Skills: IAT Level II certification (DoD 8570 Compliance)

• Security Clearance Level: Active Top Secret with SCI Eligibility 
• Required Skills and Abilities: Excellent verbal and written communication skills. Interagency Language Roundtable level 3 - English

Desired Qualifications:

• Help Desk Institute Certification
• ITIL certification
• Jira experience

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

$112,000 - $179,000. This represents the typical salary range for this position based on experience and other factors.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.