Overview
On Site
USD 104,000.00 - 166,000.00 per year
Full Time
Skills
LAN
Nexus
Adobe AIR
SAFE
Service delivery
Service level
Web portals
Recruiting
Professional development
Technical Support
Workflow
Collaboration
Policies
Knowledge base
Design
Presentations
Security clearance
IT management
Microsoft Operating Systems
Microsoft Windows Server
Microsoft Windows
OS X
Android
iPhone
iPad
Mobile device management
Master data management
AirWatch
Microsoft Deployment Toolkit
Operations
Streaming
Strategy
Leadership
Documentation
Process flow
Organizational skills
Scheduling
Training
Mentorship
HP Service Manager
ServiceNow
Management
Reporting
Inventory management
Microsoft Certified Professional
Microsoft SCCM
PMP
ITIL
SCA
Insurance
Financing
Job Details
About Peraton
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.
Responsibilities
Peraton is currently seeking skilled and qualified candidates for their Technical Support Manager position located in Washington, D.C. This position will be responsible for the execution of our customer agreements to install and support a high-profile government customer.
Day to Day Work Responsibilities:
Oversee customer deliverables required for Installers, Imaging Team, Service Delivery Coordinators, and movers.
Responsible for maintaining Installations contractual Service Level Agreements (SLAs).
Ensure that communications to key stakeholders are provided in a concise and timely manner.
Oversee the processing of incoming tickets for the Installations Team via phone, portal, email, and drop-in to ensure courteous, timely, and effective resolution of customer issues.
Provide superior technical support and service to the customer base community.
Lead and develop the Installation Team, including hiring, professional development and dedicated project work.
Design develops, and implement processes, systems, and technology to support and improve the technical support function, including workflow and ticket management.
Collaborate with cross-functional teams. Work directly with customer base on critical issues and assist with resolution when escalations are needed.
Assist with the oversight and development, implementation, and administration of the Installation Team staff training procedures and policies such as Knowledgebase Articles (KBAs), Work Instructions and Design documents.
Assist the Operations Manager with reports and presentations.
Qualifications
Basic Qualifications:
Minimum twelve (12+) years' experience in computer related experience and/or training.
U.S. Citizenship required; must have the ability to obtain and maintain a Public Trust clearance.
Minimum seven (7+) years' experience in leading technical teams for IT Delivery and Support.
Experience as a Technical Lead and/or Technical Manager.
Experience and technical skills in Windows Server, Windows Desktop, Mac OS clients, Android and iPhone, iPad devices.
Technical understanding of Mobile Device Management (MDM) practices and supporting toolsets such as Airwatch.
Technical understanding of Microsoft SCCM and Microsoft Deployment Toolkit (MDIT).
Ability to operate in a fast paced and high stress operations environment while managing multiple streams of work simultaneously is required.
Track record of delivering results, setting strategy, and leading a large volume and high-profile customer; including influencing stakeholders and managing cross-functional projects.
Ability to operate simultaneously and effectively in both tactical and strategic modes.
Ability to create original documentation, to include Architectural and Process Flow Diagrams
Preferred Qualifications:
High threshold for working in an ambiguous, fast passed environment-figuring it out and adapting as you go.
Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines.
Strong communicator, ability to concisely communicate complex information. Results oriented, independently driven, self-motivated.
Experience training/mentoring less experienced personnel.
Experience using HP Service Manager and/or ServiceNow.
Ability to oversee the efforts of direct reporting resources and/or be responsible for the efforts of all staff assigned to a specific job.
Experience in inventory management
Preferred Certifications:
MCSA, MCSE, SCCM
ACSP, AMIT
PMP
CSM
ITIL v3 Foundations Target Salary Range
$104,000 - $166,000. This represents the typical salary range for this position based on experience and other factors.
SCA / Union / Intern Rate or Range
EEO
An Equal Opportunity Employer including Disability/Veteran.
Our Values
Benefits
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
Paid Time-Off and Holidays
Retirement
Life & Disability Insurance
Career Development
Tuition Assistance and Student Loan Financing
Paid Parental Leave
Additional Benefits
Medical, Dental, & Vision Care
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.
Responsibilities
Peraton is currently seeking skilled and qualified candidates for their Technical Support Manager position located in Washington, D.C. This position will be responsible for the execution of our customer agreements to install and support a high-profile government customer.
Day to Day Work Responsibilities:
Oversee customer deliverables required for Installers, Imaging Team, Service Delivery Coordinators, and movers.
Responsible for maintaining Installations contractual Service Level Agreements (SLAs).
Ensure that communications to key stakeholders are provided in a concise and timely manner.
Oversee the processing of incoming tickets for the Installations Team via phone, portal, email, and drop-in to ensure courteous, timely, and effective resolution of customer issues.
Provide superior technical support and service to the customer base community.
Lead and develop the Installation Team, including hiring, professional development and dedicated project work.
Design develops, and implement processes, systems, and technology to support and improve the technical support function, including workflow and ticket management.
Collaborate with cross-functional teams. Work directly with customer base on critical issues and assist with resolution when escalations are needed.
Assist with the oversight and development, implementation, and administration of the Installation Team staff training procedures and policies such as Knowledgebase Articles (KBAs), Work Instructions and Design documents.
Assist the Operations Manager with reports and presentations.
Qualifications
Basic Qualifications:
Minimum twelve (12+) years' experience in computer related experience and/or training.
U.S. Citizenship required; must have the ability to obtain and maintain a Public Trust clearance.
Minimum seven (7+) years' experience in leading technical teams for IT Delivery and Support.
Experience as a Technical Lead and/or Technical Manager.
Experience and technical skills in Windows Server, Windows Desktop, Mac OS clients, Android and iPhone, iPad devices.
Technical understanding of Mobile Device Management (MDM) practices and supporting toolsets such as Airwatch.
Technical understanding of Microsoft SCCM and Microsoft Deployment Toolkit (MDIT).
Ability to operate in a fast paced and high stress operations environment while managing multiple streams of work simultaneously is required.
Track record of delivering results, setting strategy, and leading a large volume and high-profile customer; including influencing stakeholders and managing cross-functional projects.
Ability to operate simultaneously and effectively in both tactical and strategic modes.
Ability to create original documentation, to include Architectural and Process Flow Diagrams
Preferred Qualifications:
High threshold for working in an ambiguous, fast passed environment-figuring it out and adapting as you go.
Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines.
Strong communicator, ability to concisely communicate complex information. Results oriented, independently driven, self-motivated.
Experience training/mentoring less experienced personnel.
Experience using HP Service Manager and/or ServiceNow.
Ability to oversee the efforts of direct reporting resources and/or be responsible for the efforts of all staff assigned to a specific job.
Experience in inventory management
Preferred Certifications:
MCSA, MCSE, SCCM
ACSP, AMIT
PMP
CSM
ITIL v3 Foundations Target Salary Range
$104,000 - $166,000. This represents the typical salary range for this position based on experience and other factors.
SCA / Union / Intern Rate or Range
EEO
An Equal Opportunity Employer including Disability/Veteran.
Our Values
Benefits
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
Paid Time-Off and Holidays
Retirement
Life & Disability Insurance
Career Development
Tuition Assistance and Student Loan Financing
Paid Parental Leave
Additional Benefits
Medical, Dental, & Vision Care
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.