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.

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 an active 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 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.