Help Desk Manager, DoD IT Operations Lead

Peraton; Robins Air Force Base (GA); On-site; USD 80,000 - 128,000; Full time

Job summary

Peraton is seeking an experienced Help Desk Manager for its Product Data Systems Support (PDSS) program at Robins Air Force Base, GA. The role leads a customer-focused, multi-tier IT support team in a DoD environment, ensuring SLA performance and coordination with admins, cybersecurity, vendors, and developers.

The candidate will maintain DoD security standards, oversee escalation processes, and ensure reliable IT services in a mission-critical setting at Robins AFB.

Qualifications

• 6 years of relevant experience.
• Experience leading help desk in a high-tempo environment.
• Current CompTIA Security+ certification.
• U.S. citizenship and ability to obtain Secret clearance.

Responsibilities

• Lead, supervise, and evaluate help desk personnel.
• Manage daily operations, staffing, workload distribution, ticket queues, incident prioritization, escalation, and customer communications.
• Ensure incidents and service requests are recorded, tracked, resolved, and closed per SLAs.
• Monitor ticket volume, response times, backlog, and customer satisfaction.
• Develop weekly and monthly service desk performance reports and SLA dashboards.
• Coordinate escalated issues with system admins, network engineers, cybersecurity, vendors, and developers.
• Establish and maintain SOPs, knowledge articles, and end-user documentation.
• Identify root causes and lead continuous service improvements.
• Support user accounts, permissions, software installations, configuration, and workstation support.
• Ensure DoD security requirements and documentation standards are followed.

Skills

Lead help desk teams

SLA performance management

Team leadership

Customer communications

Education

BA/BS degree

Tools

Active Directory

Windows file shares

Ticketing systems

SLA reporting

Job description

Peraton is seeking an experienced Help Desk Manager for its Product Data Systems Support (PDSS) program at Robins Air Force Base, GA. The role leads a customer-focused, multi-tier IT support team in a DoD environment, ensuring SLA performance and coordination with admins, cybersecurity, vendors, and developers.

The candidate will maintain DoD security standards, oversee escalation processes, and ensure reliable IT services in a mission-critical setting at Robins AFB.