Required Qualifications
Preferred Qualifications
Education and Experience Requirements: 10 years of experience, may have supervisory or lead experience.
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:
As a people leader, the Desktop Support Manager:
Leaders who thrive on the CAEIO program:
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)
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