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Peraton · 1 month ago

ICAM Help Desk Lead/Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$104K/yr - $166K/yr

10+ years exp

Peraton is a next-generation national security company that drives missions of consequence across the globe. They are seeking a Help Desk Lead/Manager to oversee help desk operations for a mission-critical federal IT program, ensuring effective support for end users in a high-availability environment.

Information TechnologyRobotics

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Manage daily help desk operations, including staff supervision, scheduling, and support coordination

Provide technical assistance and problem resolution for hardware, software, network, and system issues

Act as an escalation point for complex support requests and ensure timely resolution

Develop and manage help desk scripts, procedures, and response templates

Lead triage meetings to review and coordinate issue resolution with internal teams and stakeholders

Oversee incident management processes and ensure accurate ticketing, categorization, and documentation in the tracking system

Monitor help desk metrics, track team performance, and ensure a high level of customer service

Recruit, train, and support help desk representatives and technicians

Establish and enforce policies and procedures for effective help desk service delivery

Communicate clearly with technical and non-technical stakeholders, including senior government officials

Qualification

IT support experienceHelp desk managementIncident managementITIL familiarityCustomer serviceTeam trainingConflict resolutionClear communicationDocumentation skills