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 procedures, and integration with program task tracking and program dashboards for real time status reporting. - Oversee incident & problem management: manage major incident coordination, ensure rapid triage/escalation to Tier 2/3 or CCM, drive root cause analysis (RCA), corrective actions, and publish After Action Reports feeding quality management plan continuous improvement. - Maintain service quality & metrics: define KPIs (first response, median resolution time, ticket backlog, CSAT), monitor performance via dashboards, conduct trend analysis, and implement workforce/process changes to meet program performance standards/quality thresholds targets. - Ensure secure support practices: enforce least privilege access, secure support channels (approved remote support tools), credential handling, and integrate helpdesk activities into RMF/ATO evidence collection and STIG/SRG compliance workflows. - Manage workforce development & subcontractors: recruit/train helpdesk staff, maintain competency matrices, run performance reviews, and oversee subcontractor helpdesk partners with scorecards and remedial action plans. - Coordinate continuity & contingency support: maintain COOP/DR procedures for helpdesk operations, provide surge staffing plans for contingency operations, and validate recovery in exercises. - Familiar with: Helpdesk ticketing systems (ServiceNow/HappyFox/Jira Service Desk), AMS, KB authoring tools, VoIP basics, Active Directory user/admin tasks, basic troubleshooting toolset (RDP/approved remote tools), incident/workflow playbooks, SLA tracking dashboards, CSAT survey tools. Qualifications REQUIRED QUALIFICATIONS - Active Secret clearance required. - Experience / Education: 10 years relevant experience to include people management - Certifications: This role requires a demonstration of capability within the Cyberspace IT workforce. Successful applicants must satisfy Foundational Qualification standards via an approved industry certification (e.g., A+ or Network+) or documented equivalent military/educational training as defined in the DoD 8140 Qualification Matrix. PREFERRED QUALIFICATIONS - Eligible for Top Secret/SCI clearance. - AWS certifications (e.g., AWS Solutions Architect, AWS Security Specialty) or equivalent cloud certifications. - Familiarity with NIST RMF, ATO processes, and DoD security compliance frameworks. - ITIL 4 Foundation certification or equivalent IT service management certification. - CompTIA Security+ - Experience / Education: 10 years relevant experience with BS/BA degree or 8 years with MS/MA or 6 years with Phd or 14 years w/o a degree or 12 years with AS /AA Worklocation: remote with the ability to travel to the NCR when required 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 $86,000 - $138,000. 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. EEO EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

• Own enterprise support end-to-end — diagnose complex issues quickly, communicate clearly, and follow through until resolved • Provide high-quality technical support in both English and Mandarin • Become a deep expert in ElevenAgents and how our customers use it to orchestrate LLMs, telephony, and other AI integrations • Identify patterns across support tickets and surface product gaps to engineering and product teams • Build and maintain documentation that actually helps — clear, accurate, and kept up to date • Act as a trusted technical partner for enterprise customers throughout their journey with ElevenLabs

THE WORK: Transform your passion for innovation into impactful solutions! In this role, you will be a subject matter expert, collaborating with various groups to make informed decisions. You will engage with multiple teams and contribute to key decisions, providing solutions to complex challenges. Your expertise in Enterprise Architecture Planning will be essential in shaping the future of our organization. We invite you to join us in this exciting journey where your contributions will make a significant difference! • Translate strategic objectives into actionable experience solutions. • Define organizational and technical requirements to support business integration. • Create detailed journey workflows based on stakeholder needs. • Establish governance processes to ensure successful implementation of transformation solutions. • Build and maintain relationships with stakeholders to foster collaboration and support. HERE'S WHAT YOU WILL NEED: • Master proficiency in Enterprise Architecture Planning. • Master proficiency in Technology Architecture Assessment. • B_ A minimum of 5 years of experience in relevant related skills. • Higher Degree in relevant field of studies. BONUS POINTS IF YOU HAVE: • Master proficiency in Value Architecture & Realization. • Master proficiency in Platform Strategy. BONUS POINTS IF YOU HAVE: • Master proficiency in Value Architecture & Realization. • Master proficiency in Platform Strategy. About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com Declaración de igualdad de oportunidades en el empleo Creemos que nadie debe ser discriminado por sus diferencias. Todas las decisiones de empleo se tomarán sin importar la edad, raza, credo, color, religión, sexo, origen nacional, ascendencia, discapacidad, condición de veterano militar, orientación sexual, identidad o expresión de género, información genética, estado civil, ciudadanía ni ningún otro criterio protegido por la legislación aplicable. Nuestra rica diversidad nos hace más innovadores, competitivos y creativos, lo que nos ayuda a servir mejor a nuestros clientes y comunidades.

Title: Skip Tracer Location: Orlando United States Job Category: Finance Requisition Number: SKIPT020879 Full-Time Hybrid Job Description: Holiday Inn Club Vacations look for individuals who excel in their role and are committed to delivering an exceptional experience for our guests, owners, and team members. We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships? We're looking for people like this to join our friendly, engaged, professional team. The Skip Tracing position within Owner Demographics requires the utilizing of available resources for obtaining accurate account contact and demographic information which includes current telephone numbers and current mailing address. In addition, updating and validating all current information on an owner's account as necessary, this position supports the Collections Department primarily, but also supports the Foreclosure, Customer Service, and Compliance Departments. The agent will follow training and quality models to ensure quality customer service is provided during all calls made to owners. ESSENTIAL DUTIES AND TASKS: - Locating good phone numbers, current addresses, valid Social Security Numbers, and correct date of births then updating the owner's account information with the correct data. - Speaking with an owner or a Collections Agent via incoming or outgoing calls to verify the information we have in our records are correct. - Monitor team and company email inboxes. Reviewing and replying to emails. - Update department logs including but not limited to SharePoint sites, Smartsheet lists, and excel databases. EDUCATION and/or EXPERIENCE - High school diploma or equivalent required - Previous telephone, customer service, collections and/or office experience preferred - Must be able to speak English QUALIFICATIONS - Must be detail oriented with high level of accuracy - Must exhibit keyboard proficiency - Must be self-sufficient and a self-starter - Must possess good communication skills - Carries out any reasonable request by management - Requires little to moderate supervision in most tasks. - Ability to adhere to a hybrid style work environment (split time between working at home and in office) - Ability to learn and be proficient in all collection and customer service systems WORK SCHEDULE/HOURS - Regular scheduled hours are Monday through Friday 8:00 a.m. to 5:00 p.m. - Occasional Overtime when approved by Management #ZRCOR