Role Description We are seeking a dynamic and experienced Help Desk Manager to lead our Business Operations Services Center (BOSC) Help Desk operations. This role will be pivotal in managing the daily operations and stakeholder relationships, leading staff development opportunities, and driving continuous innovation to deliver an exceptional customer experience. The ideal candidate is a thought leader with a proven track record in operational excellence, committed to meeting and exceeding Key Performance Indicators (KPIs) and driving the program forward through strategic insight and proactive management. Qualifications - Ability to obtain a U.S. Federal Position of Trust clearance designation. - Must reside in and be able to perform work in the United States. - Must have lived in the United States for 3 of the last 5 years. - Bachelor’s Degree in a related field is required. - Minimum of eight (8) years’ experience working in Medicare programs preferred. - Dynamic leader that has successfully managed a Help Desk team of 100+. - Experience leading a progressive help desk to bring a fresh set of ideas for improvement while leading a large team with potential to scale the program. - Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization. - Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges. - Experience with continuous improvement methodologies and commitment to driving process optimization. - Proficiency with tools such as SNOW/CXOne/JIRA/Confluence. Requirements - Lead and manage the Help Desk team, including recruitment, onboarding, training, professional development, and performance evaluation. - Design, implement, and continuously improve help desk procedures, standards, and best practices to ensure high-quality support services. - Ensure timely resolution or appropriate escalation of all support inquiries related to supported applications and systems. - Monitor and manage ticket queues, prioritize escalations, and ensure adherence to established service level agreements (SLAs). - Analyze historical data and forecast trends to provide data-driven insights and recommendations for continuous improvement. - Oversee the creation, maintenance, and enhancement of knowledge base content to support efficient issue resolution. - Communicate effectively with internal and external stakeholders, ensuring inquiries and concerns are addressed promptly and thoroughly. - Collaborate with internal program teams to support the implementation of new technologies, tools, and procedures. - Ensure compliance with organizational policies, procedures, and operational standards. Benefits - Top-tier benefits package to invest in your physical, mental, and financial health and wellness. - Opportunities to learn new skills, seize new challenges, and advance your career as we grow. - A culture that fosters inclusion and opportunity for all. Public Trust Clearance This role will require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.

Role Description This is a remote position. Currently, we have an immediate opening for a Payments Technical Specialist. The Payments Technical Specialist provides technical support to both members and employees with support as it relates to products and services. This includes but is not limited to member issues requiring specialized research. In addition, they are involved in testing and training of new products, services, and other upgrades. - Assisting members and employees with all inquiries related to technical support, which includes troubleshooting, researching, and training for online, mobile services, and 3rd party services. - Working closely with vendors on new rollouts and member-related issues to ensure timely service levels are met, including but not limited to Mobile Banking, Online Banking Platform, Bill Pay, Visa FireFirst Card App, and Digital Wallets. - Conducting required testing for system upgrades for DNA, CCM, Visa DPS, Trism, and other platforms. - Performing periodic reviews and updates of training manuals, guides, presentations, procedures, and policies to ensure all information is up to date relating to online and mobile related services. - Participating on project teams by providing specialized knowledge, skills, or resources to progress the business. - Creating and delivering reports to stakeholders as needed. - Acting as back-up to other team members and Payment Services as needed. - Participating in special projects and performing other assignments as needed. Qualifications - Education: High school diploma or GED. - Experience in one or more of the following: IT, customer service, account management, or banking. - Experience troubleshooting software, browsers, or hardware integration. Company Description Firefighters First Federal Credit Union is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, age, gender, marital status, physical or mental disability, medical condition, pregnancy, sexual orientation, gender identity or expression, national origin, veteran status, genetic information, or any other status protected under federal, state, or local law. Firefighters First Credit Union is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources at careers@firefirstcu.org.

Role Description Peraton is seeking an Information Technology (IT) Program Manager (PM) as the senior functional and managerial authority responsible for planning, directing, and overseeing all contractor activities that deliver secure, reliable, and scalable cloud infrastructure services for a large federal civilian agency. The Program Manager ensures full compliance with PWS, federal IT policies, and the federal civilian agency's strategic modernization goals while serving as the primary liaison between the contractor and government leadership. This opportunity will support the modernization of a large-scale multi-tenant cloud ecosystem, providing critical enterprise-wide support for more than 40 million users in a complex stakeholder environment. This position requires senior level leadership skills combined with modern cloud and industry leading technical capabilities including product development, strict security compliance, latest technology cloud solutions, reliable application delivery with SaaS and Artificial Intelligence integrations and rapid continuous delivery. Core Responsibilities: - Program Execution & Oversight: Directs all aspects of program performance, including scope, schedule, cost, quality, and risk management for cloud infrastructure services. - Compliance & Security: Oversees adherence to FedRAMP, FISMA, Zero Trust Architecture principles, the federal civilian agency security policies, and all relevant federal standards. - Service Management: Implements ITIL aligned processes for incident management, change control, configuration management, and continuous monitoring. - Performance Reporting: Develops and delivers dashboards, metrics, and reports demonstrating SLA/KPI compliance and operational health. - Budget & Resource Management: Manages staffing, labor categories, subcontractors, and financial performance to ensure efficient and compliant program operations. Leadership and Collaboration Responsibilities: - Government Engagement: Serves as the primary point of contact for the CO, COR, Government Task Leads, and the federal civilian agency program stakeholders. - Cross Functional Coordination: Collaborates with development, cybersecurity, operations, and data teams to support DevSecOps pipelines and integrated cloud services. - Strategic Alignment: Translates federal civilian agency mission needs into actionable technical and operational plans that support availability, scalability, and modernization. - Team Leadership: Guides multi-disciplinary teams, fosters a culture of accountability and continuous improvement, and ensures high quality service delivery. - Risk & Issue Resolution: Leads proactive identification, mitigation, communication of risks, dependencies, and operational challenges. - Stakeholder Communication: Provides clear, timely, and transparent communication to government leadership, ensuring shared understanding of priorities, progress, and decisions. Position could support/work across multiple enterprise-wide efforts within Peraton. Qualifications - 16 years of experience, may have management experience - Bachelor’s degree in information technology, Computer Science, Engineering, Business, or a related field. Advanced degree preferred. - Minimum fifteen (15) years of relevant experience managing large scale federal IT or cloud infrastructure programs. - Strong understanding of cloud architectures, networking, security, and cost optimization strategies. - Proven ability to lead multi cloud operations in high availability, mission critical environments. - Deep familiarity with federal cybersecurity frameworks, including FISMA, FedRAMP, NIST SP 800 53, and Zero Trust. - Experience implementing ITIL, Agile, and DevSecOps methodologies. - Exceptional communication, stakeholder management, and executive briefing skills. - Ability to manage complex technical programs with competing priorities and evolving requirements. - Demonstrated success in leading diverse technical teams and subcontractors. Requirements - U.S. Citizenship required - Ability to obtain agency clearance (public trust) Preferred Qualifications - Top Secret clearance preferred - Professional certifications strongly desired, such as: - PMP, PgMP, or equivalent program management certification - ITIL Foundation or higher - SAFe, Scrum, or Agile certifications - Cloud certifications (AWS, Azure, or equivalent). Company Description 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. Target Salary Range $146,000 - $234,000. 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.

• Handle incoming requests in English from partners and users regarding bookings, fraud and technical issues with efficiency and accuracy via our different support channels (email, live chat and phone.) • Collaborate closely with our tech, product, retail, and finance teams to ensure seamless communication and resolution of partner inquiries. • Drive process improvements and advocate for feature enhancements to streamline operations and boost efficiency.