Help Desk Manager (Senior)

Peraton is seeking a Help Desk Manager  (Senior) to support the MODES III program supporting Military Community and Family Policy (MC&FP). In this role, the selected candidate will provide senior leadership and operational management for the program Tier 1/2/3 helpdesk and customer support operations, ensuring timely, secure, and effective user support across MC&FP applications, platforms, and services in alignment with SOW the program requirements. This position is remote and requires an active Secret clearance. 

JOB DESCRIPTION 

• Provide senior leadership and operational management for MODES III Tier 1/2/3 helpdesk and customer support operations, ensuring timely, secure, and effective user support across MC&FP applications, platforms, and services in alignment with statement of work MODES III requirements. 
• Lead helpdesk operations: establish and manage 24/7/365 support model, staffing rosters, escalation pathways, SOPs, and performance SLAs to meet incident response and resolution targets for web, application, and cloud services. 
• Define support processes & tooling: implement ticketing/AMS workflows, knowledge base (Tier 0) management, logging and triage procedures, and integration with program task tracking and program dashboards for real time status reporting. 
• Oversee incident & problem management: manage major incident coordination, ensure rapid triage/escalation to Tier 2/3 or CCM, drive root cause analysis (RCA), corrective actions, and publish After Action Reports feeding quality management plan continuous improvement. 
• Maintain service quality & metrics: define KPIs (first response, median resolution time, ticket backlog, CSAT), monitor performance via dashboards, conduct trend analysis, and implement workforce/process changes to meet program performance standards/quality thresholds targets. 
• Ensure secure support practices: enforce least privilege access, secure support channels (approved remote support tools), credential handling, and integrate helpdesk activities into RMF/ATO evidence collection and STIG/SRG compliance workflows. 
• Manage workforce development & subcontractors: recruit/train helpdesk staff, maintain competency matrices, run performance reviews, and oversee subcontractor helpdesk partners with scorecards and remedial action plans. 
• Coordinate continuity & contingency support: maintain COOP/DR procedures for helpdesk operations, provide surge staffing plans for contingency operations, and validate recovery in exercises. 
• Familiar with: Helpdesk ticketing systems (ServiceNow/HappyFox/Jira Service Desk), AMS, KB authoring tools, VoIP basics, Active Directory user/admin tasks, basic troubleshooting toolset (RDP/approved remote tools), incident/workflow playbooks, SLA tracking dashboards, CSAT survey tools. 

REQUIRED QUALIFICATIONS 

• Active Secret clearance required. 
• Experience / Education:  10 years relevant experience to include people management
• Certifications: This role requires a demonstration of capability within the Cyberspace IT workforce. Successful applicants must satisfy Foundational Qualification standards via an approved industry certification (e.g., A+ or Network+) or documented equivalent military/educational training as defined in the DoD 8140 Qualification Matrix. 

PREFERRED QUALIFICATIONS 

• Eligible for Top Secret/SCI clearance. 
• AWS certifications (e.g., AWS Solutions Architect, AWS Security Specialty) or equivalent cloud certifications. 
• Familiarity with NIST RMF, ATO processes, and DoD security compliance frameworks. 
• ITIL 4 Foundation certification or equivalent IT service management certification. 
• CompTIA Security+ 
• Experience / Education:  10 years relevant experience with BS/BA degree or 8 years with MS/MA or 6 years with Phd or 14 years w/o a degree or 12 years with AS /AA

Worklocation: remote with the ability to travel to the NCR when required