Information Technology Operations Supervisor
Information Technology Operations Supervisor
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Job Description
Responsibilities
Peraton is seeking a Remedy Queue Manager who will be responsible for managing IT service operations and logistics in a fast-paced technical environment with a focus on ticket queue management stakeholder communication process improvement and warehouse coordination. Supports both classified (SIPR) and unclassified (NIPR) environments in alignment with ITIL best practices and organizational goals.
Location: Sterling VA (with occasional travel to Kearneysville and Alexandria)
Key Responsibilities
IT Service Management & Ticket Oversight
Monitor and manage incoming service requests through BMC Helix ensuring accurate categorization and assignment to appropriate support teams.
Prioritize tickets based on service level agreements (SLA) urgency and business impact.
Perform regular audits of tickets to maintain quality ensure consistency and uphold compliance with ITIL processes.
Coordinate with stakeholders to resolve escalations and mitigate delays in ticket resolution.
Ensure timely follow-up on aging or stagnant tickets.
Reassign tickets outside of scope to the appropriate Service Desk or technical team.
Generate and analyze daily weekly and monthly reports to identify trends volume patterns and performance metrics.
Drive continuous service improvement initiatives in collaboration with cross-functional IT teams.
Conduct training sessions on BMC Remedy best practices and provide mentorship to team members.
Warehouse & Inventory Management
Supervise IMS technicians and daily PCaaS operations including hardware refreshes device imaging and repairs (SIPR and NIPR environments).
Coordinate day-to-day logistics with the Warehouse team to ensure timely delivery and receipt of IT equipment.
Oversee inventory management for Sterling and Kearneysville sites including forecasting tracking audits and updates to the CMDB.
Serve as the primary liaison between the customer and IMS regarding PCaaS warehouse activities.
Cross-Team & Vendor Coordination
Collaborate with Peraton engineering and logistics teams to support image updates testing and warehousing functions.
Manage facility and security protocols related to warehouse access badging and planned/unplanned outages at the Peraton site.
Participate in change incident and problem management meetings to align operations with broader IT strategies.
Qualifications
Basic Qualifications:
- Must have 6 years of experience
- Experience with BMC Helix Remedy or similar ITSM platforms.
- Strong understanding of ITIL principles and service management practices.
- Proven experience managing ticket queues and IT support workflows.
- Excellent organizational analytical and problem-solving skills.
- Effective communication and interpersonal skills with a strong customer service orientation.
- Ability to work independently and under pressure in a fast-paced environment
- US Citizen with ability to obtain a Secret clearance
Preferred Qualifications:
- ITIL v3 or v4 Foundation Certification.
- Experience with automation or integration of Remedy with other platforms (e.g. CMDB monitoring tools).
- Familiarity with other ITSM tools like Jira is a plus.
Peraton Overview
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 worlds 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 cant be done by solving the most daunting challenges facing our customers. Visit to learn how were keeping people around the world safe and secure.
Target Salary Range
EEO
Required Experience:
Manager
Employment Type
Full-Time
