Deputy Help Desk Manager

Responsibilities

Peraton is seeking a Deputy Help Desk Manager to join our team of qualified, and diverse individuals. This position is on-site, located in Washington, D.C.

 

Day to Day Work Responsibilities:

• Assist the Help Desk Manager with all day to day activities of a multi-site team ensuring service SLAs are met based on contractual requirements.
• Ensure that communications to key stakeholders are provided in a concise and timely manner.
• Oversee the processing of incoming calls to the Help Desk via phone, portal, email, and drop-in to ensure courteous, timely, and effective resolution of customer issues.
• Ensure appropriate levels of transparency for all helpdesk calls escalated out of the Help Desk
• Monitor all incidents and ensure timely resolution, or where that is not possible immediate escalation.
• Assist with the improving techniques and practices for managing client queries, troubleshooting and problem resolution and prioritization.
• Support all activities across the Help Desk teams of Tier 1, Tier 2, Tier 3, and Maintenance Team.
• Assist with the monitoring of performance metrics (ASA, FCR, MTTR, etc.) and customer satisfaction levels.
• Coordinate and/or perform hands-on fixes, patches and software updates at the desktop level.
• Track and analyze trends in Help Desk requests and generate statistical reports. Identify Problems and implement solutions, identify, recommend, develop, and implement customer training programs to increase computer literacy and self-sufficiency.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for internal stakeholders.
• Assist with the oversight and development, implementation, and administration of help desk staff training procedures and policie such as Knowledgebase Articles (KBAs), Work Instructions and Design documents.
• Assist the Help Desk Manager and Operations Manager program manager with reports, and presentations.
• Maintain phone and email availability during scheduled on call week and respond to issues during on call in a timely and effective manner.

 

Qualifications

Basic Qualifications:

• 10 years of experience in IT service desk management and related systems
• U.S. Citizenship required; must have the ability to btain Public Trust
• 5+ years of experience in leading a team of 20 or more, effectively managing IT call center and end user support personnel and service desk operations.
• Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video Conferencing fundamentals and printing.
• Experience in process enhancement, developing and implementing policies and procedures for the Service Desk team based on ITIL principals.
• Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards.
• Experience using an ITSM tool to drive service delivery and performance.
• Proven leadership skills with the ability to coach team members.
• Able to effectively influence and develop strong relationships with key stakeholders.
• Must have experience managing team performance using Service Level Agreements (SLA).

Preferred Certifications:

• HDI
• MCP or MCSA
• CompTIA Security+
• CompTIA A+
• ACSP, AMIT
• ITIL v3 Foundations

Peraton Overview

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 do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$86,000 - $138,000. This represents the typical salary range for this position based on experience and other factors.