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 be responsible for overseeing Help Desk reporting, performance tracking, and service delivery visibility to support Government insight into user support operations for MODES III. This position is remote and requires an active Secret clearance. JOB DESCRIPTION - Help Desk Manager Responsible for overseeing Help Desk reporting, performance tracking, and service delivery visibility to support Government insight into user support operations for MODES III. - Oversees collection, consolidation, and analysis of Help Desk performance data, ensuring accurate tracking of tickets, response times, resolution metrics, and service trends. - Ensures Help Desk reporting outputs provide clear visibility into support workload, performance against service levels, and recurring user issues. - Develops and maintains recurring and ad hoc Help Desk reports and dashboards to support Government oversight and decision-making. - Coordinates with Help Desk staff and technical teams to validate data accuracy and ensure reporting reflects actual service delivery activities. - Identifies trends, risks, and improvement opportunities based on Help Desk metrics and provides recommendations to enhance support effectiveness. - Familiar with: ServiceNow/Remedy/HappyFox, MTAR/AMS, ITIL processes, AD/LDAP, PAM basics, VoIP/Contact Center (TalkDesk), ticket routing/automation, reporting dashboards (Power BI/Tableau), SLA/PRS tracking, knowledge base (Tier‑0) management, escalation matrices, shift scheduling tools, vendor/subcontractor scorecards. Qualifications REQUIRED QUALIFICATIONS - Active Secret clearance required. - Experience / Education: 10 years relevant experience with background in 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. - ITIL 4 Foundation certification or equivalent IT service management certification. - Experience supporting large-scale government IT modernization programs. - 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 ot 12 years with AS/AA Worklocation: remote with the ability to travel to the NCR as needed 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.

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 be responsible for leading and overseeing Help Desk operations to ensure responsive, efficient, and compliant user support services for MODES III systems and technical environments. This position is remote and requires an active Secret clearance. JOB DESCRIPTION - Help Desk Manager Responsible for leading and overseeing Help Desk operations to ensure responsive, efficient, and compliant user support services for MODES III systems and technical environments. - Leads day-to-day Help Desk operations, ensuring timely intake, tracking, escalation, and resolution of user requests and technical issues. - Oversees implementation and operation of Help Desk tools and ticketing systems, ensuring accurate documentation, prioritization, and status tracking of support requests. - Establishes and enforces Help Desk procedures, service levels, and workflows to support consistent, high-quality customer support. - Monitors Help Desk performance metrics and trends, identifying areas for improvement and implementing corrective actions to enhance service delivery. - Coordinates with IT, cybersecurity, and systems teams to ensure effective resolution of complex or escalated issues and alignment with operational requirements. - Familiar with: ITSM platforms (ServiceNow/Remedy), MTAR, AMS, ITIL best practices, Azure AD/Active Directory, CCM, PAM/IAM tools, Secure remote support (approved DoD tools), VoIP/Toll‑free systems, Dashboarding (Hygieia/Power BI/Tableau), SIEM integration (Splunk), RMF/eMASS artifact workflows, SSO/CAC integration, Workforce management/rostering tools, COOP/DR orchestration, QA/QMP frameworks Qualifications REQUIRED QUALIFICATIONS - Active Secret clearance required. - Experience: 10+ years and relevant experience with People management responsibilities - 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. - ITIL 4 Foundation certification or equivalent IT service management certification. - Experience supporting large-scale government IT modernization programs. - CompTIA Security+ - Education: BS/BA degree and 10 years relevant experience Wroklocation: Remote work with the ability to travek 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.

• Manage inbound customer support requests via chat, email, and screenshare, ensuring timely and professional responses • Troubleshoot platform usage, configuration questions, and basic technical issues • Support customers in preparing for and executing time-sensitive workflows, including live or scheduled events • Provide real-time assistance when needed for high-priority customer scenarios • Identify, document, and escalate bugs or complex issues to Tier 2 with clear and actionable context • Collaborate with Customer Success Managers and Implementation teams on complex or high-visibility accounts • Maintain accurate documentation of issues, feature requests, and edge cases • Contribute to internal knowledge base and support documentation • Identify opportunities to help customers better utilize the platform and improve their outcomes

• Provide Tier II system support to end users, resolving escalated technical and application-related issues • Manage and respond to customer support tickets, ensuring timely and effective resolution • Test system fixes, enhancements, and configuration changes from an end-user perspective • Configure and maintain JA Area data within the Microsoft Dynamics 365 CRM system • Deliver remote training sessions to end users on system functionality and best practices • Partner with Tier I support to troubleshoot and resolve complex issues that require escalation • Document customer needs, workflows, and business processes to support system improvements • Identify recurring issues and contribute to knowledge base articles, documentation, and process enhancements • Collaborate with internal stakeholders to improve system usability and adoption across enterprise platforms • Perform additional duties as assigned.