Responsibilities
Peraton is seeking a Desktop Support Manager whom will be responsible for leading a team of support personnel. The ticketing system is currently based in ServiceNow, and the team leader shall be proficient in the use of ServiceNow. The Desktop and mobile platforms that need support include Microsoft Windows, Apple Mac OS, CentOS, iOS, and Blackberry OS.
What you’ll do:
The Desktop Support Manager will be responsible for the following but not limited to:
The Manager will lead a team of technicians responsible to provide software installation for users of client-provided applications, including basic to advanced software operations and general use of computers and peripherals.
- Software includes, but not limited to:
- Unified Communications and collaboration tools
- Virtual Private Network (VPN) client installation
- Endpoint Management and Control clients, for example BigFix, ESET, ForeScout
- Data Protection and Information Management tools, for example Druva
- Provide installation of scientific and non-scientific software
- Develop, document, and manage work processes to provide on-site, off-site/remote support of all client systems, software, hardware, and peripherals.
- Collaborate and make strategic decisions with other teams for the delivery of reliable client-facing services.
- Maintain awareness and understanding of customer needs and goals
- Assess customer satisfaction.
- Ensures staff follow and execute their responsibilities of client support processes and procedures. Follow established operating policies and industry practices to mitigate risk.
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
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Qualifications
Required qualifications
- BS with 12-15, MS with 10-13. Phd with 10+ years of experience in business, scientific, technical, education or related field and 6-10 years of job-related experience. An equivalent combination of education and experience performing duties as described may be substituted for the minimum requirements
- ITIL Certification
- Experience leading teams of 40+ personnel supporting 10,000+ devices across multiple campuses with SLA’s.
- Experience supporting the entire life cycle of end user computing for hardware/software from deployment, maintenance, retirement, and refresh
- Experience recruiting, hiring, developing, and managing performance of Desktop Technicians/
- Experience leading and managing the delivery of technical customer end user support (aka Desktop Support).
- Experience with IT Project Management.
- Computer and network knowledge, theory, troubleshooting, and practices.
- Experience with process management and continuous process improvement.
- Experience with IT Service Management concepts, principles, and frameworks
- Ability to organize information, define work requirements, and develop schedules, and resource assignment.
- Ability to develop and manage Personal Computer (PC) and Mac support technicians.
- Must have the ability to obtain and maintain public trust clearance.
Desired qualifications:
- Strong technical and organizational communications skills.
- Strong personal and organizational leadership skills.
- Ability to document issues, collaborate and resolve problems.
- Ability to organize information, define work requirements, and develop schedules, and resource assignment.
- Strong customer relationship management in a support organization.
- Prior customer relationship management, gathering IT requirements, proposing solutions, and negotiating with customers to ensure IT needs are met within available resources.
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.
#LI-ET1
Peraton Overview
Peraton 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 and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.
Target Salary Range
$104,000 – $166,000. This represents the typical salary range for this position based on experience and other factors.
EEO
An Equal Opportunity Employer including Disability/Veteran.