Peraton

Compensation

Full Description

About Peraton Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure. Program Overview About The Role We are seeking a dynamic and experienced Help Desk Lead/Manager to oversee help desk operations in support of a mission-critical federal IT program. This role requires strong leadership skills, technical expertise, and a customer-focused approach to ensure prompt, effective support for end users in a high-availability, enterprise environment. What will you do: • 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. Qualifications Required Qualifications: • 10 years of experience, may have supervisory or lead experience • 7+ years of experience in IT support, with at least 3 years in a leadership or management role overseeing a desk team. • Experience supporting a large-scale, high-availability IT environment integrated with mission-critical business systems. • Proven ability to manage end-user support operations, including request intake, triage, and incident response. • Strong understanding of help desk systems, call logging software, and performance tracking. • Expertise in documentation, customer service, conflict resolution, and team training. • Ability to communicate clearly and effectively in both verbal and written formats. • Up-to-date knowledge of modern IT trends, tools, and technologies related to end-user support. • Must possess or be able to obtain and maintain a Public Trust security clearance. • Must be a US Citizen Preferred Qualifications: • Bachelors degree is a plus. • Familiarity with ITIL processes and service desk frameworks. • Previous involvement in implementing process improvements or help desk modernization initiatives. SCA / Union / Intern Rate or Range Details Target Salary Range: $104,000 - $166,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay. Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits. Application Duration Statement: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. EEO:Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.