Manager, Technical Support

Responsibilities

Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Ensures maximum issue resolution in minimum time to meet Service Level Agreements. Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes. Drives product supportability. Coordinates customer service activities with other internal functions. Designs and maintains customer databases. Assists users with computer hardware and/or software applications (e.g., website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution. In-depth applications knowledge of company's products, services and/or systems. Operations may be 24/7.

 

What you will do:

• Help Desk Manager is a critical role that requires a dynamic leader who has high energy, impeccable integrity, and operates at start-up speed.
• Must possess excellent organizational, leadership and communication skills in order to provide effective leadership and mentoring of staff for a 24/7/365 work center.
• Is responsible for resolving complex and routine service requests relating to PC, server, and network hardware and software problems and malfunctions; interacting and consulting with clients to manage client satisfaction; and providing guidance, assistance, and follow-up on client inquiries.
• Supervises and coordinates the activities of workers who provide problem solving support.
• The Help Desk Manager conducts various personnel actions including, but not limited to, manage labor forecasting, hiring, performance appraisals, promotions, transfers, and vacation schedules. This position is responsible for controlling the process that ensures accurate and timely technology support and problem resolution to internal and external customers.

Qualifications

What you will need:

• Familiar with basic IT equipment/software and service desk support methodology
• Excellent organizational, written and verbal communication skills
• Proficient with Microsoft Office
• Oversee triaging/assigning/escalating tickets per current processes and standards.
• Dependable and a self-starter with proven problem solving capabilities
• Be able to multi-task and take initiative to perform the duties of the program
• Must be willing to do shift work when required
• Ability to communicate effectively with customers at the highest level
• Ability to mentor staff and develop employees' career progression
• A current/active Top Secret security clearance and the ability to obtain SCI and a CI polygraph
• 10 years of experience, may have supervisory or lead experience

 

Peraton offers enhanced benefits to employees working on this critical National Security program, which include heavily subsidized employee benefits coverage for you and your dependents, 25 days of PTO accrued annually up to a generous PTO cap and eligible to participate in an attractive bonus plan.

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.