Desktop Support Manager

Responsibilities

Peraton is seeking a Desktop Support Manager to join our team of qualified and diverse individuals on our Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting consular applications services globally. The Desktop Support Manager reports to the Service Center Director and is a member of the Service Center management team.

The Service Center provides efficient and timely Tier 0, Tier 1, and Tier II Desktop support to ensure that service levels are achieved in line with contract requirements and customer expectations are met or exceeded. The Service Center team is responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements in customer satisfaction. The Desktop Support Manager supervises a team that provides 5×12 technical support of desktop, applications, and related technologies for all CA/CST users in accordance with DOS policies and procedures, ensures all desktops meet minimum requirements, and provides proactive and reactive surge desktop support Tier II services.

The team helps users experiencing issues with their desktop computers, laptops, mobile devices, peripherals, software, network (LAN/WAN). The team also supports DOS crisis task force initiatives. The Desktop Support Manager is responsible for coordinating desktop support teams, testing software, monitoring desktop services, allocating resources, tracking data, preparing reports, and training staff.

• Manages all aspects of onsite desktop support services to meet customer and contractual needs to include monitoring, responding to, and resolving support tickets, addressing walkup issues, and providing “white glove” support for VIP users.
• Compiles and analyzes daily, weekly, and monthly statistics and prepares status reports and graphical reporting aids; adapts input and output to meet the needs of the contract.
• Works within the team and across the program to develop and implement quality improvement plans.
• Ensures the Desktop Support team meets systems infrastructure or operational service level and provides exceptional customer service.

As a people leader, the Desktop Support Manager:

• Builds and nurtures a collaborative culture within the team, across the CAEIO, and with partners and customers.
• Monitors team members’ performance and mentors team members to help them achieve professional goals and team and program objectives; ensure that team members fulfill DOS and Peraton training requirements.
• Manages staffing levels and determines staffing needs to ensure that team skill mix addresses the customer’s critical priorities.
• Manages team members’ works schedules to ensure coverage during standard business hours and when on-call support is required.

Leaders who thrive on the CAEIO program:

• Deliver measurable results working in an often fast-paced and always professionally challenging environment.
• Approach opportunities and challenges with a customer-centric mindset.
• Demonstrate flexibility by managing multiple tasks and reprioritizing tasks — often to meet tight and periodically changing deadlines.
• Leverage strong written and verbal communications skills to prepare and present technical documentation to audiences with different levels of technical knowledge.
• Transition seamlessly between being self-directed with limited supervision to being a team player who takes direction from others.
• Maintain competency and enhance professional growth and development through continuing education and conferences.

Location:

Must be local to the Washington, DC area. This position is onsite at 600 19th Street, NW, Washington, DC, after completing a two-week onsite training program in Sterling, VA. Core

Work Schedule:

First shift, Monday – Friday, 8:00 AM ET – 4:30 PM ET and on call when required. Work schedule is subject to change based on government and program requirements (for example, when surge support is required).

• U.S. citizenship and an active SECRET…