Service Desk Manager

Program Overview

About The Role

Do you want to be part of a team that supports one-of-a-kind Computer Network Operations (CNO) capabilities and systems? Peraton is looking for someone who can perform responsibilities as the Service Desk Manager . In this role you will manage 24/7/365 service desk support. Oversee Tier 1 Service Desk support, (e.g., Service Desk as a Service (SDaaS), ITSM Software as a Service (SaaS), enterprise end-user support, and overall escalation support). Oversee Tier 2 IT operations control support in the form of systems and technical generalists that resolve incidents and requests independent of further escalation to dedicated technology SMEs. Manage the Help Desk ticket escalation support to the Army and DISA for all DoDIN and DoDIN-S issues above or outside the direct O&M of the RCC, including mobile device support.

Qualifications

Basic Qualifications:

• A minimum of 10 years of relevant IT experience
• A minimum of 5 years of hands-on service desk management experience.
• Active Secret security clearance

Desired Qualifications:

• Experience managing service operations, as a service manager, against SLAs on a DoD Task Order/contract.
• Possess an ITIL® v3 Practitioner or ITIL® V4 equivalent certification
• Possess the appropriate certifications to achieve DoD 8140 Information Assurance Manager (IAM) Level I (CAP,CND, Cloud+, GSLC Security+ CE)
• Experience with the Army National Guard Cyber Operations

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $86,000 - $138,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.