Help Desk Manager Senior
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Job Location:
Fort Bragg, NC - USA
Monthly Salary:
$ 86000 - 138000
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
Responsibilities
JoinPeratonsmission-critical team supporting secure real-time data delivery across complex operational environments in direct support of our nations warfighters. If you are driven by national security and energized bycutting-edgeC2ISR capabilities sensor integration and resilient data transport solutions we invite you to join our team.
We areseekinghighly cleared professionals who excel at the intersection of advanced communications infrastructure distributed systems and mission assurancewhere reliability security and performance are paramount.
Specifically we are looking for aTS/SCI clearedHelp Desk Manager- Seniorto support this mission atPopeArmy Airfield NC.
Responsibilities:
As aHelp Desk Manager - Senior you will provide technical and management leadership for all equipment and information support functions across the Task Order. Your responsibilities include:
- Serves as a lead expert in designing implementing andoptimizingcomprehensive 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 missionobjectives.
- 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 staffidentifyingskill gaps developing curriculum and fostering a culture of continuous learning and technical excellence.
- Functions as a technical expert in help desk operationsanticipatingstrategic risks and ensuring robust adaptable and high-performance support solutions for C2ISR operational readiness.
- Utilize the followingRole 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.
Qualifications
Required qualifications:
- Previousexperience as aHelp Desk Manageror similar rolesupporting a DoD customer at the CCMDlevel:
- Minimum of 10years experienceto include prior supervisory or management experience.
- A current active DoD security clearanceat the TS/SCI level
- US citizenship is
DesiredQualifications:
- 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.
- 12years experienceto include prior supervisory or management experience.
- DOD 8140 Compliance based on functional role for WRC: 411 Technical Support Specialist Basic level / ability to obtain
Work Environment:
- Location:PopeArmy Airfield NC
- On-site expectations: Full-time on-site presencefor equipment management and asset tracking
- Travel:May require occasional travel to CONUS and OCONUS sites forlogisticscoordination and facility assessments
Why Join Us
- Be part of a mission-critical team supporting the client and its mission partners in deliveringcutting-edgeC2ISR capabilities
- Work in a dynamic and collaborative environment at Pope supporting critical national security operations
- Managecutting-edgecommunications and sensor systems that directlyimpactoperational readiness
- Access to professional development opportunities and career growth within the intelligence and cybersecurity community
- Opportunity to work with advanced tactical communications technologies and AISR systems
#C2ISR
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
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Peraton provides innovative solutions for the most sensitive and critical programs in government today, developed and executed by scientists, engineers, and other experts.
