{"id":3729044,"url":"https://alion.io/job/peraton-help-desk-manager","title":"Help Desk Manager","company":{"id":722,"name":"Peraton","domain":"peraton.com","url":"https://alion.io/company/peraton","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":20,"ghost_share":0,"stale_share":0,"repost_share":0.05,"time_to_fill_p50_days":13,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":128000,"currency":"USD","period":"year","gross":null,"usd_annual":128000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-04T07:01:20Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-07T10:31:56Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Peraton Overview\nPeraton 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.\nResponsibilities\nPeraton is hiring an experienced Help Desk Manager for its' Product Data Systems Support (PDSS) program located at Robins Air Force Base.\nLocation: On-site at Robins AFB, GA\nRole & Responsibilities:\nThe Help Desk Manager leads the delivery of customer-focused, timely, and secure information technology (IT) support in a Department of Defense or comparable enterprise environment. \nThe position manages help desk personnel, assigns and prioritizes work, monitors service-level performance, resolves escalated incidents, and coordinates with technical teams and stakeholders to sustain reliable IT services.\nEssential Duties and Responsibilities:\nLead, supervise, mentor, and evaluate help desk personnel supporting Tier 1 and Tier 2 IT services.\nManage daily help desk operations, including staffing, workload distribution, ticket queues, incident prioritization, escalation, and customer communications.\nEnsure incidents and service requests are recorded, tracked, resolved, and closed in accordance with established service-level agreements (SLAs), procedures, and customer requirements.\nMonitor help desk performance indicators, including ticket volume, response and resolution times, backlog, first-contact resolution, recurring incidents, and customer satisfaction.\nDevelop and deliver weekly and monthly service desk performance reports, SLA dashboards, trend analyses, and recommend corrective actions for customer leadership.\nCoordinate escalated technical issues with system administrators, network engineers, cybersecurity personnel, vendors, developers, and other support organizations.\nEstablish and maintain standard operating procedures, knowledge articles, escalation procedures, and end-user support documentation.\nIdentify root causes of recurring issues and lead continuous service-improvement efforts to reduce repeat incidents and improve customer experience.\nSupport user-account, permissions, software-installation, configuration, troubleshooting, and workstation-support activities, as required.\nEnsure help desk operations comply with applicable DoD security requirements, organizational policies, audit requirements, and documentation standards.\nCommunicate operational risks, service impacts, performance metrics, and recommended actions clearly to technical personnel and nontechnical leadership.\nSupport validation activities for regulated IT systems, including maintaining required procedures, documentation, status reporting, and coordination with clients, developers, and operational personnel, as applicable.\nQualifications\nBasic Qualifications:\n6 years of relevant experience.\n Experience leading help desk, service desk, or multi-tier technical-support teams in a high-tempo operational environment.\nExperience managing incident triage, workload allocation, escalations, customer communications, and SLA performance.\nKnowledge of IT troubleshooting, technical documentation, service-management practices, and end-user support processes.\nExperience with Active Directory, Windows file shares, user-account administration, and permissions management.\nExperience with IT service-management tools, ticketing systems, knowledge-management platforms, and SLA/SLO reporting.\nCurrent CompTIA Security+ certification.\nU.S. citizenship.\nAbility to meet eligibility requirements for a Secret clearance.\nAbility to meet eligibility requirements for a DoD CAC.\nPreferred Qualifications:\nBA/BS degree and minimum of 2 years of relevant experience specifically in leading help desk, service desk, or multi-tier technical-support teams in a high-tempo operational environment.\nActive DoD Secret clearance, or an inactive Secret clearance that has been inactive for no more than two years.\nCurrent or recent CAC, issued within the past 90 days.\nKnowledge of DoD cybersecurity and information-assurance requirements.\nExperience supporting DoD networks or comparable enterprise IT environments.\nExperience with capacity planning, workforce management, service reporting, and continuous process improvement.\nExperience supporting databases and client database connections.\nTarget Salary Range\n$80,000 - $128,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.Benefits Statement\nPeraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.\nApplication Statements\nThe application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity. Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate’s own.EEO\nEEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.","description_format":"text","description_chars":6629,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":["Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["National Security","Information Security","Homeland Security","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-11-04T07:01:20Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"green card filings: 4","filings_12m":0,"filings_prev_12m":0,"green_card_filings_12m":4,"median_offered_wage_usd":167500,"route":null,"cap_exempt":false,"checked_at":"2026-11-07T07:57:00+00:00","sources":["US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":13,"reasons":["conf:3","velocity","win:early","comp:junior,brand"],"computed_at":"2026-11-07T05:47:08Z"},"pay":{"stated_usd_annual":128000,"is_top_pay":true},"html_url":"https://alion.io/job/peraton-help-desk-manager","json_url":"https://alion.io/job/peraton-help-desk-manager.json","meta":{"generated_at":"2026-11-07T11:11:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11036,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":722},"rest":"https://alion.io/mcp/rest/get_company?id=722"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fperaton-help-desk-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fperaton-help-desk-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fperaton-help-desk-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/peraton-help-desk-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fperaton-help-desk-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3729044}},{"tool":"search_jobs","arguments":{"company":"peraton.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3729044},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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