SITEC - Incident Manager Lead - MacDill AFB

Peraton requires Incident Managers to support the Peraton requires Incident Managers to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3 EOM. 

This position is located at MacDill AFB in Florida.   

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM, the CIO/J6 organization, and ultimately the end-user who operate around the globe 24x7x365.  

The Incident Manager Lead will stand up and oversee a newly established Incident Management function within the Operations Support organization. 

• Lead and manage a team of three incident managers within the Operations Support function 

• Own the enterprise queue for P3 & P4 incidents, ensuring: 

• Manage enterprise-wide incident hygiene 

• Closure velocity 

• Proper escalation and documentation 

• Establish governance protocols for incident documentation across all priorities to support audit readiness and continual improvement 

• Analyze incident trends to identify recurring issues and work closely with the Problem & Modernization Manager to inform root cause analysis, service improvement, and modernization efforts 

• Serve as a liaison to GEOC and core operations teams to streamline P1/P2 incident response and reduce administrative burden 

• Integrate incident managers from existing teams into the Operations Support structure 

• Develop escalation matrices, workflows, and reporting dashboards for enterprise visibility 

• Drive process improvements that reduce redundancy and enhance operational efficiency 

• Collaborate and integrate with the SITEC 3 Consolidated Service Desk (CSD) and its contractual workforce to ensure functional flow, proper ticket handoff, and alignment across support tiers 

Required Qualifications: 

• Min 12 years with HS degree, 10 years with AS/AA degree, 8 years with BS/BA, 6 years with MS/MA, 3 years with a PHD 

• DoD TS/SCI clearance  

• Proven experience leading incident management functions in complex, mission-critical IT environments 

• Strong understanding of ITIL-based incident lifecycle, escalation protocols, and service operations 

• Demonstrated ability to manage ticket queues and coordinate across matrixed teams 

• Familiarity with SOCOM or DoD enterprise environments preferred 

Desired Qualifications: 

• ITIL v4 certification or equivalent operational framework experience 

• Experience with enterprise service management platforms (e.g., ServiceNow) 

• Familiarity with Problem Management, Change Management, and Service Modernization functions 

• Prior experience in Joint or Special Operations environments