Responsibilities

Peraton is currently seeking skilled and qualified candidates for their Technical Support Operations Manager position on the US Senate ITSC V program located in Washington, D.C. This person is responsible for implementing policies and procedures on the operations team, establishing objectives and providing direction and oversight of staff.

Day to Day Work Responsibilities:

• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
• Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution time-frames.
• Drives product supportability.
• Coordinates customer service activities with other internal functions.
• Designs and maintains customer databases.
• Assists users with computer hardware and/or software applications (e.g., website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution.
• In-depth applications knowledge of company's products, services, and/or systems.
• Operations may be 24/7.

Qualifications

Basic Qualifications:

• 12 years relevant experience
• US Citizenship
• Ability to obtain and maintain a public trust clearance
• Must be able to work in a hybrid environment with at minimum 50% onsite (Dirksen Senate Office Building)
• Experience in ability to interface at multiple levels of the customer organization (COR, Director, COO)
• Experience at managing and partnering with HR for personnel in direct organization (Hire/Fire/Salary/Performance Appraisal administration)
• Experience in effectively working within an industry standard ITSM software environment (preferably ServiceNow)

Peraton Overview

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.

Target Salary Range