Help Desk Manager

Peraton

. Lead, supervise, mentor, and evaluate help desk personnel supporting Tier 1 and Tier 2 IT services .

Posted 11/3/2026full-timeRobins AFB • United StatesMid-LevelSenior💰 $80,000 - $128,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing help desk operations, including incident triage, workload allocation, and SLA performance, while ensuring compliance with DoD security requirements. Proficient in developing performance reports and leading continuous service improvement initiatives.

Highest-signal resume keywords

Help Desk ManagementIncident TriageCompTIA Security+ CertificationActive Directory AdministrationDoD Cybersecurity Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT TroubleshootingTechnical DocumentationService Management PracticesUser Account AdministrationPermissions ManagementCapacity PlanningWorkforce ManagementService ReportingContinuous Process ImprovementDatabase Support

Soft Skills

LeadershipMentoringCommunication

Tools & Technologies

IT Service Management ToolsTicketing SystemsKnowledge Management Platforms

Certifications & Qualifications

CompTIA Security+DoD Secret Clearance

Industry Keywords

DoD Security RequirementsHigh-Tempo Operational EnvironmentSLA PerformanceCustomer CommunicationsEnd-User Support Processes

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Lead, supervise, mentor, and evaluate help desk personnel supporting Tier 1 and Tier 2 IT services
Manage daily help desk operations, including staffing, workload distribution, ticket queues, incident prioritization, escalation, and customer communications
Ensure incidents and service requests are recorded, tracked, resolved, and closed according to SLAs, procedures, and customer requirements
Monitor help desk performance indicators, including ticket volume, response and resolution times, backlog, first-contact resolution, recurring incidents, and customer satisfaction
Develop and deliver weekly and monthly service desk performance reports, SLA dashboards, and trend analyses; recommend corrective actions
Coordinate escalated technical issues with system administrators, network engineers, cybersecurity personnel, vendors, developers, and other support organizations
Establish and maintain standard operating procedures, knowledge articles, escalation procedures, and end-user support documentation
Identify root causes of recurring issues and lead continuous service-improvement efforts
Support user-account, permissions, software-installation, configuration, troubleshooting, and workstation-support activities as required
Ensure help desk operations comply with DoD security requirements, organizational policies, audit requirements, and documentation standards
Communicate operational risks, service impacts, performance metrics, and recommended actions to technical personnel and nontechnical leadership
Support validation activities for regulated IT systems, including procedures, documentation, status reporting, and coordination with clients, developers, and operational personnel

Requirements

What you’ll need

6 years of relevant experience
Experience leading help desk, service desk, or multi-tier technical-support teams in a high-tempo operational environment
Experience managing incident triage, workload allocation, escalations, customer communications, and SLA performance
Knowledge of IT troubleshooting, technical documentation, service-management practices, and end-user support processes
Experience with Active Directory, Windows file shares, user-account administration, and permissions management
Experience with IT service-management tools, ticketing systems, knowledge-management platforms, and SLA/SLO reporting
Current CompTIA Security+ certification
U.S. citizenship
Ability to meet eligibility requirements for a Secret clearance
Ability to meet eligibility requirements for a DoD CAC
BA/BS degree and minimum of 2 years of relevant experience specifically in leading help desk, service desk, or multi-tier technical-support teams in a high-tempo operational environment preferred
Active DoD Secret clearance, or an inactive Secret clearance that has been inactive for no more than two years preferred
Current or recent CAC, issued within the past 90 days preferred
Knowledge of DoD cybersecurity and information-assurance requirements preferred
Experience supporting DoD networks or comparable enterprise IT environments preferred
Experience with capacity planning, workforce management, service reporting, and continuous process improvement preferred
Experience supporting databases and client database connections preferred

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Life insurance
Health savings account
Short-term disability
Long-term disability
Employee assistance program (EAP)
Parental leave
401(k)
Paid time off (PTO) for vacation
Company-paid holidays
Overtime eligibility
Shift differential eligibility
Discretionary bonus eligibility