On-Site DoD Help Desk Manager | IT Operations Lead

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 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.