Peraton · 2 days ago
Help Desk Manager - Senior
Fort Liberty, NC
Full-time
Onsite
Senior Level, Lead/Staff
$86K/yr - $138K/yr
10+ years expPeraton is a next-generation national security company that drives missions of consequence spanning the globe. They are seeking a Help Desk Manager - Senior to provide technical and management leadership for equipment and information support functions across the Task Order, ensuring high performance and alignment with C2ISR mission objectives.
Information TechnologyRobotics
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Serves as a lead expert in designing, implementing, and optimizing comprehensive multi-tiered help desk operations for C2ISR Data Transport Infrastructure across global operational environments
Leads and manages multiple help desk teams or a large, complex help desk department, ensuring high performance, continuous improvement, and alignment with C2ISR mission objectives
Architects and implements advanced systematic trouble ticket management systems and performance tracking processes, leveraging ITSM tools (e.g., ServiceNow) for enhanced automation, analytics, and reporting
Directs all daily technical support activities across the help desk function, covering complex issues for computers, servers, and networks, ensuring adherence to best practices and efficient resolution
Develops and guides teams in advanced installation, troubleshooting, and repair methodologies for C2ISR PCs, related equipment, network infrastructure, and system components
Manages trouble logs and incident documentation standards across the help desk, implementing quality control measures and continuous improvement for reporting
Drives continuous operational situational awareness and communication resilience by developing robust incident management frameworks, crisis communication plans, and integration with C2ISR operational centers
Manages the supporting operations 24 hours a day, seven days a week, 365 days a year (24/7/365)
Manages training and readiness programs for all help desk staff, identifying skill gaps, developing curriculum, and fostering a culture of continuous learning and technical excellence
Functions as a technical expert in help desk operations, anticipating strategic risks, and ensuring robust, adaptable, and high-performance support solutions for C2ISR operational readiness
Utilize the following Role Specific Tools: Enterprise help desk platforms (ServiceNow, Remedy, Jira Service Management) for multi-tiered ticketing and workflow automation; AI assisted ticket routing and knowledge base integration for "smart" trouble ticket management; collaboration platforms (Teams, Slack, Confluence) for real time coordination and escalation; SOP/QRC libraries for standardized help desk operations; lessons learned repositories for recurring issue resolution and continuous improvement; compliance audit checklists for DoD SATCOM support standards and Section 508 accessibility; stakeholder communication dashboards for ticket visibility, SLA tracking, and escalation reporting; predictive analytics engines for trend analysis, surge forecasting, and proactive issue prevention; configuration management databases (CMDB) for asset documentation and version control; mobile applications for field engineers to access tickets and update status in real time
Qualification
Required
Previous experience as a Help Desk Manager or similar role supporting a DoD customer at the CCMD level
Minimum of 10 years' experience to include prior supervisory or management experience
A current, active DoD security clearance at the TS/SCI level
US citizenship is required
Preferred
DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level and CE/Operating System (OS) certificate within six months of the assignment
12+ years' experience to include prior supervisory or management experience
DOD 8140 Compliance based on functional role for WRC: 411 Technical Support Specialist, Basic level / ability to obtain
Benefits
Medical
Dental
Vision
Life
Health savings account
Short/long term disability
EAP
Parental leave
401(k)
Paid time off (PTO) for vacation
Company paid holidays
Company
Peraton
Peraton Fearlessly solving the toughest national security challenges.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Thomas Terjesen
Chief Information Officer
Recent News
Washington Technology
2026-01-22
2025-09-25
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