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IT Service Desk Manager
Peraton Colorado, CO
$74k-94k (estimate)
Full Time | Durable Manufacturing 9 Months Ago
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Peraton is Hiring an IT Service Desk Manager Near Colorado, CO

Responsibilities

Overview

Peraton is seeking a motivated and experienced Service Desk Manager to lead a 24x7x365 Enterprise Service Desk in Colorado Springs, CO supporting a U.S. Air Force program. The service desk manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is meeting Service Level Agreements (SLAs). To meet these demands, a good service desk manager must possess skills including decisiveness, flexibility, ability build a cohesive team of technicians while meeting strategic objectives and remaining calm-under pressure.

Responsibilities:

  • Manages team providing Tier 2-3 support services for computer system(s) and network users or other technical products and services
  • Ensures maximum issue resolution in minimum time to meet Service Level Agreements (SLAs)
  • Establishes objectives and directs team activities to improve technical support practices in the areas of quality, knowledge-centered support resolution and timeframes
  • Ensures that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
  • Manages personnel activities (hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination, etc.)
  • Assists users with computer hardware and/or software applications (account creation, website access, email setup, troubleshooting, etc.)
  • Coordinates with relevant stakeholders, including the support desk team, customers, vendors, and other teams that are involved in service desk operations
  • Responds to Service Requests, Incidents, and Changes IAW published SLAs
  • Supports service catalog maintenance, Move, Add, Change (MAC) services
  • Provides weekly/monthly status reports documenting metrics and work performed

Must Possess:

  • Experiences working with BMC Remedy ticketing system
  • Knowledge and understanding of all relevant industry standards
  • Knowledge and understanding of best practices for service management
  • Familiarity with Active Directory (AD) and Windows OS and Red Hat Linux OS devices
  • Familiarity with vulnerability scanning and patching of endpoints IAW with DoD standards
  • Excellent communication and customer service skills
  • An ability to think critically about systems and to adjust consistently as needed
  • Effectively managing, developing, and training the service desk team
  • Maintain a high-level of customer satisfaction for on-site and remote customers

Qualifications

Must Possess:

  • Experiences working with BMC Remedy ticketing system
  • Knowledge and understanding of all relevant industry standards
  • Knowledge and understanding of best practices for service management
  • Familiarity with Active Directory (AD) and Windows OS and Red Hat Linux OS devices
  • Familiarity with vulnerability scanning and patching of endpoints IAW with DoD standards
  • Excellent communication and customer service skills
  • An ability to think critically about systems and to adjust consistently as needed
  • Effectively managing, developing, and training the service desk team
  • Maintain a high level of customer satisfaction for on-site and remote customers

Education and Experience Required (per DoD Directive 8570.1)

  • Bachelor’s Degree w 8-10 years’ experience
  • Master’s Degree w/ 6-8 years’ experience
  • PhD Degree w/ 3-5 years’ experience
  • Additional years of experience may be used in lieu of education 
  • Must have Secret clearance
  • Baseline: IAT II (Security )

Other – Lead Guide and Direct the Service Desk personnel in the use of the following Areas/Tools:

  • ITIL Best Practices
  • BMC ITSM interface with the SolarWinds Orion suite of products.
  • BMC Client Manager (BCM) for End Point Patching
  • TrueSight Server Automation (TSSA) for Server Patching

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

$80,000 - $128,000. This represents the typical salary range for this position based on experience and other factors.

EEO Tagline (Text Only)

An Equal Opportunity Employer including Disability/Veteran.

Job Summary

JOB TYPE

Full Time

INDUSTRY

Durable Manufacturing

SALARY

$74k-94k (estimate)

POST DATE

06/01/2023

EXPIRATION DATE

06/13/2023

WEBSITE

peraton.com

HEADQUARTERS

COLORADO SPRINGS, CO

SIZE

15,000 - 50,000

FOUNDED

2017

TYPE

Public

CEO

ALAN STEWART

REVENUE

$5B - $10B

INDUSTRY

Durable Manufacturing

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About Peraton

Perspecta is an IT service firm that provides data analytics, applied research, cybersecurity and related services for the healthcare industry.

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