Help Desk Manager

Job Location s

US-FL-Mac Dill AFB

• Requisition :
• Position Category:
  Information Technology
• Clearance:
  Top Secret/SCI

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 a TS/SCI cleared Help Desk Manager – Senior to support this mission at Mac Dill Air Force Base, Florida.

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.
• Utilizes role‑specific tools such as Enterprise help desk platforms (Service Now, Remedy, Jira Service Management), AI‑assisted ticket routing and knowledge base integration, collaboration platforms, SOP/QRC libraries, lessons learned repositories, compliance audit checklists, stakeholder communication dashboards, predictive analytics engines, CMDB, and mobile applications.

• Previous experience as a Help Desk Manager or similar role supporting a DoD customer at the C‑CMD level.
• Minimum of 12 years of experience to include supervisory/managerial experience.
• A current, active DoD security clearance at the TS/SCI level.
• US citizenship is required.

• Must complete DoD‑approved IA baseline certification for ADP‑III/IT‑III based on the IAT level and CE/OS certificate within six months of the assignment.
• DoD 8140 role for WRC: 411;
  Element: IT;
  Work Role:
  Technical Support Specialist;
  Proficiency Level: Intermediate / Ability to obtain.

• Location:
  
  Mac Dill AFB, FL.
• On‑site expectations:
  Full‑time on‑site presence required for equipment management and asset tracking.
• Travel:
  May require occasional travel to CONUS and OCONUS sites for logistics coordination and facility assessments.

• Be part of a mission‑critical team supporting our nation's elite and its mission…