Help Desk Lead — TS/SCI w/Poly, Systems Engineering

Peraton; Maryland; On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

25 days PTO

Bonus plan

Subsidized benefits

Job summary

Peraton in Maryland seeks an experienced Help Desk Lead to oversee customer support and ticket management for a suite of data management applications. You will serve as the primary point of contact for customers, coordinate issue resolution, and ensure help desk operations run efficiently from intake through closure.

Qualifications include 14 years of SE experience in programs of similar scope and a Bachelor’s degree (or 5 years substitution), strong communication skills, JS/Confluence

Qualifications

• 14 years of SE experience in programs of similar scope, type and complexity.
• Bachelor’s degree in Systems Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline from an accredited college or university. Five years of additional SE experience may be substituted for a bachelor’s degree.
• Demonstrated ability to operate as a self-starter with strong verbal and written communication skills, capable of conveying complex concepts effectively to customers and end users.
• Provide support to IT systems, including day-to-day operations, monitoring, and troubleshooting across client devices; deliver Tier 1 (Help Desk) and Tier 2 (escalation) support for problem identification, diagnosis, and resolution, while ensuring timely escalation and clear communication of status to agency management and internal customers
• Demonstrated experience in planning and leading Systems Engineering efforts
• Experience with Jira and Confluence
• TS/SCI clearance with polygraph clearance required

Responsibilities

• Lead the management of customer help desk requests and Jira tickets, ensuring issues are prioritized, assigned, tracked, and resolved in a timely manner.
• Provide technical support for a suite of Data Management applications, including user access management, change requests, and real-time troubleshooting of technical issues.
• Collaborate with Systems Engineers, Software Engineers, and external application teams to troubleshoot issues, identify root causes, and drive timely resolution.
• Document incidents, technical issues, user requests, and change requests in Jira across multiple network platforms.
• Create, update, and maintain internal and customer-facing documentation in Confluence, including troubleshooting procedures, user guides, and operational processes.
• Manage the full lifecycle of Jira tickets, including intake, prioritization, assignment, tracking, customer communication, follow-up, and closure.
• Coordinate software deployments, system upgrades, configuration changes, and security patching activities with appropriate technical teams.
• Participate in internal and customer meetings to provide status updates, gather requirements, identify emerging issues, and ensure alignment on operational priorities.
• Monitor help desk performance and identify opportunities to improve processes, documentation, customer support, and overall service delivery.
• Generate and deliver weekly and monthly operational, incident, and performance metrics to support program reporting and customer visibility.
• Ensure support activities and documentation follow applicable security, operational, and customer requirements.

Skills

Strong verbal & written communication

Self-starter

Education

Bachelor’s degree in Systems Engineering / CS / IS / Eng. Sci. / Eng. Management

Tools

Jira

Confluence

Job description

Peraton in Maryland seeks an experienced Help Desk Lead to oversee customer support and ticket management for a suite of data management applications. You will serve as the primary point of contact for customers, coordinate issue resolution, and ensure help desk operations run efficiently from intake through closure.

Qualifications include 14 years of SE experience in programs of similar scope and a Bachelor’s degree (or 5 years substitution), strong communication skills, JS/Confluence