Deskside Support Manager

About Peraton

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.

Responsibilities

Peraton is seeking a Deskside Support Manager. This role supervises the Desktop Support personnel for IT support of our client base. The ideal candidate has significant experience leading and managing desktop support services teams for federal agency service desks. They will perform queue management ensuring tickets are routed correctly and timely and also be responsible for working and resolving tickets. The manager will 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 in resolving support requests, educating, and sharing knowledge with our workforce. They are expected to implement creative technology practices and continuous improvement processes that achieve value.

What You'll Do:

• Manage a team of 50+ support technicians that performs end-to-end deskside support for all end users at supported and remote locations (may include global dispatches).
• 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
• Ensure any support staff who is dispatched globally maintains an active passport (with at least 6 months remaining at all times)
• Coordinate handoffs to escalated tickets.
• Develop and maintain deskside support knowledge base.
• 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.
  
  

**Position is Contingent on Contract Award**

Qualifications

Required Qualifications:

• 10 years of experience in IT Service Management
• 6+ years' experience as an IT Deskside/Field Support Manager
• 3+ years of expert experience with Service Desk and white glove services for VIPs
• Demonstrated experience in troubleshooting hardware and software issues on Windows and Linux devices.
• Demonstrated experience in troubleshooting issues with iOS and Android phones.
• Demonstrated experience in troubleshooting issues with printers.
• Solid knowledge of networks including troubleshooting all aspects of wired and wireless configurations.
• Demonstrated ability to manage, direct, and provide guidance to employees to ensure problem resolution and customer satisfaction.
• Demonstrated experience with ITIL's Incident Management, Request Fulfilment, 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 MECM)
• Must have experience and demonstrated ability to write clear and accurate technical and end user documentation.
• Experience with Service Now
  
  

Desired Qualifications:

• Desired Certifications: CompTIA A+; Microsoft Certifications; HDI-DSM; HDI-SCTL; HDI-SCM; Certified associate in project management (CAPM), or other industry-recognized certifications
• Federal customer experience desired
• Experience managing technicians for overseas assignments is 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 of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.

Target Salary Range

$104,000 - $166,000. This represents the typical salary range for this position based on experience and other factors.

SCA / Union / Intern Rate or Range

EEO

An Equal Opportunity Employer including Disability/Veteran.

Our Values

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 of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.

• Paid Time-Off and Holidays
• Retirement
• Life & Disability Insurance
• Career Development
• Tuition Assistance and Student Loan Financing
• Paid Parental Leave
• Additional Benefits
• Medical, Dental, & Vision Care