Customer Technical Support Manager

Responsibilities

Peraton is seeking a Customer Technical Support Manager to join our team of qualified, diverse individuals serving the United States Coast Guard IMS program. This position is located on site in St. Louis, Missouri.  The qualified applicant will become part of Peraton’s Department of Homeland Security (DHS) Infrastructure Managed Services (IMS) Program, for the US Coast Guard (CG). This initiative is modernizing and consolidating the operational environment under a common technology framework in order to better support the services provided to CGs customers.

 

Day to Day Work Responsibilities:

• Manage a support team of 5-7 employees
• Quality Assurance: Manage QA team to and customer satisfaction surveys. Provide follow up with users on survey responses to guide toward continual improvement.
• Knowledge Management: Manage KM team ensuring proper documentation, updates, handling, and integration of KM with IT tools.
• Manage service desk online portal and service request tool to ensure quality end user experience
• Manage training program for newly onboarded personnel, as well as continual training and all hands events.
• Manage support for Telecom and staff workstations
• Report all observed issues to Service Desk Lead

#USCGIMS

Qualifications

Basic Qualifications:

• Must have 6 years of experience
• U.S. Citizenship required; Secret (or higher) clearance
• Comfortable communicating with Peraton and Client leadership
• Professional written and interpersonal skills are essential when communicating with Client
• Experience in data analytics
• Time-management skills and the ability to establish reasonable and attainable deadlines

Preferred Qualifications:

• 5-7 years of proven experience in a heavy customer focus position involving technical knowledge and services
• Bachelor’s Degree and 5 years management experience in technical field
• ITIL foundation certification or familiarity with ITIL methodologies and best practices
• Industry-specific certification may be required

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

$66,000 - $106,000. This represents the typical salary range for this position based on experience and other factors.