Manager, Desktop Support

Responsibilities

Peraton is seeking for Deskside Support Managers to support our team! This role supervises the Desktop Support personnel on IT support of our client base. The ideal candidate has significant experience leading and managing desktop support services teams for federal agency service desks. This role will require onsite support in the Rockville, Bethesda or Frederick, MD area.

What you will do:

• Manage a team of 15+ support technicians that performs end-to-end deskside support for all end users at supported locations.
• Develop, document, and maintain deskside support procedures. Procedures must meet agency requirements, conform to ITIL, and adhere to agency policies.
• Ensure deskside personnel adhere to all SOPs.
• Manage technical support requests to resolution and closure including onsite technical support visits in response to an escalated incident or service request in accordance with SLAs as well as troubleshoot, diagnose, and resolve incidents for end user devices.
• Support updates to inventory and configuration management records
• Coordinate handoffs to escalated tickets.
• Develop and maintain deskside support knowledge base.
• Perform queue management ensuring tickets are routed correctly and timely. Also responsible for working and resolving tickets. 
• Provide leadership and support for the IT Support team to ensure staff understand and meet service level agreements in productivity, service, and quality metrics to provide exemplary customer interaction.
• Provide the very best customer service experience for all employees with knowledge in technology, resolving support requests, educating, and sharing knowledge with our workforce.
• Implement creative technology practices and continuous improvement processes that achieve value. Develop and implement continuous improvement processes for the team and Support queues.
• Foster the growth and professional development of the team.
• Work with other IT leaders and partners to improve efficiency by implementing new processes, and automation suggestions. Lead content development and curation of the IT knowledge base, Technical Tip of the Week and procedural documentation

Qualifications

Required Qualifications:

• BS/BA with (10) years’ IT experience. Additional years of expereince maybe accepted in lieu of the degree.
• 6+ years’ experience as an IT Support Manager.
• 3+ years of expert experience with Service Desk and white glove services for VIPs
• Demonstrated ability to manage, direct, and provide guidance to employees to ensure problem resolution and customer satisfaction.
• Demonstrated experience with ITIL’s Incident Management and Request Fulfilment practices.
• Knowledge of ITIL’s Problem, Configuration, and Change Management practices.
• Must have experience with Service Level Agreements (SLAs) and Operational Level Agreements (OLA)
• Must have experience developing training materials and providing training to support personnel and client users with various skill levels.
• Must have experience in successfully supporting projects such as operating system upgrades, technology refresh, standardized desktop or laptop encryption rollouts.
• Experience with Enterprise imaging and desktop deployment technologies (preferably SCCM (System Center Configuration Manager) and JAMF)
• Must have experience and demonstrated ability to write clear and accurate technical and end user documentation.
• ITIL Foundations (or ability to obtain ITIL Foundations certification within 3 months of joining)
• Experience with Service Now
• Solid knowledge of networks including troubleshooting all aspects of wired and wireless configurations.
• Good understanding of ITIL standards. General understanding of server computing, networking, phone setup / support, storage, virtualization, and business applications
• 3 Years experience with Windows and/or MAC troubleshooting
• 3 Years experience with mobile device troubleshooting with iPhone, iPad, and Android
• Must be a US Citizen
• Must be able to obtain and maintain the required agency clearance

Desired Qualifications

• Desired Certifications: CompTIA A+; Microsoft Certifications; Apple Certified Support Professional (ACSP); HDI-DSM; HDI-SCTL; HDI-SCM; Certified associate in project management (CAPM), or other industry-recognized certifications
• Federal customer experience supporting HHS, preferably NIH desired.

Benefits:

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth o