Peraton is seeking a Desktop Support Manager to join our team of qualified and diverse individuals. The Desktop Support Manager will be a member of the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). The Program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

The Desktop Support Manager reports to the Service Center Director and is a member of the Service Center management team. The Service Center provides efficient and timely Tier 0, Tier 1, and Tier II Desktop support to ensure that service levels are achieved in line with contract requirements and customer expectations are met or exceeded. The Service Center team is responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements in customer satisfaction.

The Desktop Support Manager supervises a team that provides 5x12 technical support of desktop, applications, and related technologies for all CA/CST users in accordance with DOS policies and procedures, ensures all desktops meet minimum requirements, and provides proactive and reactive surge desktop support Tier II services. The team helps users experiencing issues with their desktop computers, laptops, mobile devices, peripherals, software, network (LAN/WAN). The team also supports DOS crisis task force initiatives. The Desktop Support Manager is responsible for coordinating desktop support teams, testing software, monitoring desktop services, allocating resources, tracking data, preparing reports, and training staff.

Responsibilities

As a technical leader, the Desktop Support Manager:

• Manages all aspects of onsite desktop support services to meet customer and contractual needs to include monitoring, responding to, and resolving support tickets, addressing walkup issues, and providing “white glove” support for VIP users.
• Compiles and analyzes daily, weekly, and monthly statistics and prepares status reports and graphical reporting aids; adapts input and output to meet the needs of the contract.
• Works within the team and across the program to develop and implement quality improvement plans.
• Ensures the Desktop Support team meets systems infrastructure or operational service level and provides exceptional customer service.

As a people leader, the Desktop Support Manager:

• Builds and nurtures a collaborative culture within the team, across the CAEIO, and with partners and customers.
• Monitors team members’ performance and mentors team members to help them achieve professional goals and team and program objectives; ensure that team members fulfill DOS and Peraton training requirements.
• Manages staffing levels and determines staffing needs to ensure that team skill mix addresses the customer’s critical priorities.
• Manages team members’ works schedules to ensure coverage during standard business hours and when on-call support is required.

Leaders who thrive on the CAEIO program:

• Deliver measurable results working in an often fast-paced and always professionally challenging environment.
• Approach opportunities and challenges with a customer-centric mindset.
• Demonstrate flexibility by managing multiple tasks and reprioritizing tasks – often to meet tight and periodically changing deadlines.
• Leverage strong written and verbal communications skills to prepare and present technical documentation to audiences with different levels of technical knowledge.
• Transition seamlessly between being self-directed with limited supervision to being a team player who takes direction from others.
• Maintain competency and enhance professional growth and development through continuing education and conferences.
• Effectively manage and align customer expectations related to timelines, deliverables and outcomes.

Location: Must be local to Washington, DC area. This position is onsite with remote flexibility after completion of two-week onsite training in Sterling, VA. Work schedule is subject to change based on program requirements (for example, when surge support is required).

Core Work Schedule: First shift, Monday - Friday, 8:00 AM ET - 4:30 PM ET (and on call when required)

Required Qualifications

• U.S. citizenship and an active SECRET Government Security Clearance.
• 8 years of broad technical experience in one or more phases of information technology and management information systems, including technical project management, leadership, supervisory, and/or management experience.
• Experience managing information technology support and/or help desk functions.
• Familiarity with information technology management concepts and methodologies, structured analysis, and business process re-engineering.

Preferred Qualifications

• ITILv3 or ITILv4 Foundation Certification or higher.
• Comp TIA A+ Certification.
• Microsoft IT Support Certification or HDI SCR.
• Experience using Remedy or ServiceNow CRM.
• Experience supporting the Department of State IT environment.

Education and Experience Requirements: 10 years of experience, may have supervisory or lead experience.