Help Desk Service Delivery Manager

at  Peraton

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.

QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in IT support or help desk management roles.
• Proven experience in managing a help desk team, including staff supervision, performance management, and resource allocation.
• Proficiency in IT service management tools and systems; preferably ServiceNow.
• Certification requirements met IAW DoD 8570.01-M Information Assurance Technical (IAT) II.
• Top Secret clearance with ability to obtain TS/SCI Security Clearance

Desired Qualifications:

• Experience with implementing and optimizing help desk software and tools.
• Project management experience or certification. Target Salary Range

$104,000 - $166,000. This represents the typical salary range for this position based on experience and other factors.

We are seeking a highly skilled Help Desk Service Delivery Manager to oversee and manage our Tier 1 and Tier 2 help desk operations in support of USAF Air Combat Command. The ideal candidate will have a strong background in IT service management, exceptional leadership abilities, and a customer-centric approach to service delivery. As a Help Desk Service Delivery Manager, you will be responsible for ensuring the smooth operation of our help desk, providing effective technical support to users of critical mission systems, and driving continuous improvement initiatives to enhance service efficiency and user satisfaction. The help desk works core hours with a 24/7 on call response obligation.

• Manage and oversee the daily operations of the help desk team, ensuring timely and effective resolution of technical issues.
• Monitor help desk performance metrics and KPIs to identify trends, analyze data, and make recommendations for improvement.
• Coordinate training and development programs for help desk staff to enhance technical skills and customer service capabilities.
• Collaborate with other internal and external IT teams and departments to resolve escalated issues and ensure seamless service delivery.
• Proactively monitor service desk calls, incidents, and service request workflows. Identify and address issues impacting service delivery or quality promptly.