Lead Help Desk Manager, DoD IT Operations

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

Job summary

Peraton is seeking an experienced Help Desk Manager for the PDSS program at Robins AFB, GA. You will lead a team delivering secure IT support in a DoD-like environment and ensure SLAs are met.

You will manage staffing, incident triage, and cross-functional coordination while maintaining DoD security compliance and DoD CAC eligibility. The role is on-site with a strong focus on mission-critical IT services.

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.

Responsibilities

• Lead and evaluate help desk personnel supporting Tier 1 and 2 IT services.
• Oversee daily help desk operations: staffing, queues, escalation, and communications.
• Ensure incidents and service requests are tracked and resolved per SLAs.
• Monitor SLA metrics: ticket volume, response times, backlog, first-contact resolution.
• Deliver weekly/monthly service desk performance reports and dashboards.
• Coordinate with system administrators, network engineers, cybersecurity, vendors, and developers.
• Establish SOPs, knowledge articles, escalation procedures, and end-user docs.
• Identify root causes of recurring issues and lead improvement efforts.
• Support user accounts, permissions, software installation, and workstation issues.
• Ensure operations comply with DoD security requirements and audits.
• Communicate risks and performance metrics to technical and nontechnical leadership.
• Support validation activities for regulated IT systems with clients and ops staff.

Skills

Help desk leadership

Incident triage

Troubleshooting

ITSM tools

Active Directory

Security+

US citizenship

Clearance eligibility

CAC eligibility

Education

BA/BS degree

Tools

Ticketing systems

Knowledge management

SLA/SLO reporting tools

Job description

Peraton is seeking an experienced Help Desk Manager for the PDSS program at Robins AFB, GA. You will lead a team delivering secure IT support in a DoD-like environment and ensure SLAs are met.

You will manage staffing, incident triage, and cross-functional coordination while maintaining DoD security compliance and DoD CAC eligibility. The role is on-site with a strong focus on mission-critical IT services.