Help Desk Manager - Senior Security Clearance

Position: Help Desk Manager - Senior with Security Clearance
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 solve the most daunting challenges that our customers face. Visit  to learn how we're keeping people around the world safe and secure. Program Overview About

The Role Join Peraton's mission-critical team supporting secure, real-time data delivery across complex operational environments in direct support of our nation's warfighters. If you are driven by national security and energized by cutting-edge C2

ISR capabilities, sensor integration, and resilient data transport solutions, we invite you to join our team. We are seeking highly cleared professionals who excel at the intersection of advanced communications infrastructure, distributed systems, and mission assurance-where reliability, security, and performance are paramount. Specifically, we are looking for aTS/SCI cleared Help Desk Manager - Seniorto support this mission atPope Army Airfield, NC.

Responsibilities:
As a Help 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, and optimizing comprehensive multi-tiered help desk operations for C2

ISR 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 C2

ISR mission objectives.
* Architects and implements advanced systematic trouble ticket management systems and performance tracking processes, leveraging ITSM tools (e.g., Service Now) 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 C2

ISR 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 C2

ISR 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 staff, identifying skill gaps, developing curriculum, and fostering a culture of continuous learning and technical excellence.
* Functions as a technical expert in help desk operations, anticipating strategic risks, and ensuring robust, adaptable, and high-performance support solutions for C2

ISR operational readiness.
* Utilize the following Role Specific Tools:
Enterprise help desk platforms (Service Now, 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:

* Previous experience as a Help Desk Manager or similar role supporting a DoD customer at the CCMD level:
* Minimum of 10 years' experience to include prior supervisory or management experience.
* A current, active DoD security clearance at the TS/SCI level
* US citizenship is required Desired

Qualifications:

* DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level and CE/Operating System…