Help Desk Lead - TS/SCI Poly | Systems Engineering

Peraton; Annapolis, Northern (MD, KY); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

25 days PTO

Bonus plan eligibility

Enhanced employee benefits

Job summary

Peraton is seeking an experienced Help Desk Lead to oversee customer support for a suite of data management applications. You will coordinate ticket management, collaborate with engineering teams, and ensure efficient help desk operations from intake through closure.

Role requires strong communication skills, technical troubleshooting abilities, and the ability to drive incident resolutions across multiple teams. Federal program experience and security clearance are highly valued.

Qualifications

• 14 years of SE experience in programs of similar scope, type and complexity.
• Bachelor’s degree from an accredited college in a related discipline; 5 years SE experience may substitute for a degree.
• Strong verbal and written communications to convey complex concepts to customers and end users.
• Provide Tier 1 and Tier 2 IT support and escalate as needed with clear status updates.
• Experience planning and leading Systems Engineering efforts.
• TS/SCI clearance with polygraph clearance.

Responsibilities

• Lead management of customer help desk requests and Jira tickets, prioritizing and tracking to resolution.
• Provide technical support for Data Management applications including access mgmt and change requests.
• Collaborate with Systems/Software Engineers and external teams to troubleshoot and resolve issues.
• Document incidents and requests in Jira; create and update Confluence procedures and guides.
• Manage Jira tickets lifecycle from intake to closure and communicate status to customers.
• Coordinate software deployments, upgrades, and security patching with technical teams.
• Participate in meetings to gather requirements and align priorities.
• Monitor help desk performance and identify process improvements.
• Generate weekly/monthly metrics for program reporting and visibility.
• Ensure compliance with security and customer requirements for support activities.

Skills

Senior SE experience

Self-starter communication

IT systems support (Help Desk)

Lead Systems Engineering efforts

Jira

Confluence

TS/SCI with polygraph

Education

Bachelor's degree in Systems Engineering / CS / IS / Eng. Science / Eng. Mgmt or related

Tools

Jira

Confluence

Job description

Peraton is seeking an experienced Help Desk Lead to oversee customer support for a suite of data management applications. You will coordinate ticket management, collaborate with engineering teams, and ensure efficient help desk operations from intake through closure.

Role requires strong communication skills, technical troubleshooting abilities, and the ability to drive incident resolutions across multiple teams. Federal program experience and security clearance are highly valued.