Help Desk Manager (Senior)

Job description

Responsibilities Peraton is seeking a Help Desk Manager (Senior) to support the MODES III program supporting Military Community and Family Policy (MC&FP). In this role, the selected candidate will provide senior leadership and operational management for the program Tier 1/2/3 helpdesk and customer support operations, ensuring timely, secure, and effective user support across MC&FP applications, platforms, and services in alignment with SOW the program requirements. This position is remote and requires an active Secret clearance. JOB DESCRIPTION: - Provide senior leadership and operational management for MODES III Tier 1/2/3 helpdesk and customer support operations, ensuring timely, secure, and effective user support across MC&FP applications, platforms, and services in alignment with statement of work MODES III requirements. - Lead helpdesk operations: establish and manage 24/7/365 support model, staffing rosters, escalation pathways, SOPs, and performance SLAs to meet incident response and resolution targets for web, application, and cloud services. - Define support processes & tooling: implement ticketing/AMS workflows, knowledge base (Tier 0) management, logging and triage proce...