Help Desk Manager

Peraton; Georgia; On-site; USD 80,000 - 128,000; Full time

Benefits offered by this job

Medical benefits

401(k)

Paid time off

Job summary

Peraton is hiring an experienced Help Desk Manager for the PDSS program at Robins Air Force Base, GA. The role leads Tier 1/2 IT support in a DoD-like enterprise environment and ensures SLAs, incident triage, and performance dashboards are delivered.

You will supervise staff, coordinate with system admins, and maintain SOPs and end-user docs while upholding DoD security requirements and CAC eligibility.

Qualifications

• 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.
• Current CompTIA Security+ certification.
• U.S. citizenship and eligibility for DoD CAC and Secret clearance.

Responsibilities

• Lead, supervise, mentor, and evaluate help desk personnel supporting Tier 1 and Tier 2 IT services.
• Manage daily help desk operations, including staffing, workload distribution, ticket queues, incident prioritization, escalation, and customer communications.
• Ensure incidents and service requests are recorded, tracked, resolved, and closed per SLAs and procedures.
• Monitor service desk performance metrics, tickets, response/resolution times, and customer satisfaction.
• 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.

Skills

Leadership

Help desk management

SLA & metrics

Communication

Security+

US citizenship

Education

BA/BS degree

Tools

Active Directory

Windows file shares

Ticketing systems

ITSM tools

Job description

Peraton Overview

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.

Responsibilities

Peraton is hiring an experienced Help Desk Manager for its' Product Data Systems Support (PDSS) program located at Robins Air Force Base.

Location: On-site at Robins AFB, GA

Role & Responsibilities:

• The Help Desk Manager leads the delivery of customer-focused, timely, and secure information technology (IT) support in a Department of Defense or comparable enterprise environment.
• The position manages help desk personnel, assigns and prioritizes work, monitors service-level performance, resolves escalated incidents, and coordinates with technical teams and stakeholders to sustain reliable IT services.

Essential Duties and Responsibilities:

• Lead, supervise, mentor, and evaluate help desk personnel supporting Tier 1 and Tier 2 IT services.
• Manage daily help desk operations, including staffing, workload distribution, ticket queues, incident prioritization, escalation, and customer communications.
• Ensure incidents and service requests are recorded, tracked, resolved, and closed in accordance with established service-level agreements (SLAs), procedures, and customer requirements.
• Monitor help desk performance indicators, including ticket volume, response and resolution times, backlog, first-contact resolution, recurring incidents, and customer satisfaction.
• Develop and deliver weekly and monthly service desk performance reports, SLA dashboards, trend analyses, and recommend corrective actions for 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 continuous 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 clearly to technical personnel and nontechnical leadership.
• Support validation activities for regulated IT systems, including maintaining required procedures, documentation, status reporting, and coordination with clients, developers, and operational personnel, as applicable.

#PDSS

Qualifications

Basic Qualifications:

• 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.

Preferred Qualifications:

• BA/BS degree and minimum of 2 years of relevant experience specifically in 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.

Target Salary Range

$80,000 - $128,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement

Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed athttps://www.careers.peraton.com/benefits.

EEO

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