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Helpdesk Leadership:
- Provide senior leadership and operational management for helpdesk and customer support operations.
- Define support processes and tooling, implementing ticketing workflows and knowledge base management.
- Maintain service quality and metrics, monitoring performance via dashboards.
Security & Compliance:
- Ensure secure support practices by enforcing least privilege access and secure support channels.
- Integrate helpdesk activities into Risk Management Framework (RMF) and Authority to Operate (ATO) evidence collection.
- Maintain security compliance workflows.
Workforce Management:
- Manage workforce development and subcontractors, recruiting and training helpdesk staff.
- Maintain competency matrices and oversee subcontractor helpdesk partners.
- Coordinate continuity and contingency support, maintaining disaster recovery procedures.
Peraton
Peraton is a next-generation national security company that drives missions of consequence spanning the globe. As the world’s leading mission capability integrator and transformative enterprise IT provider, they deliver trusted, highly differentiated solutions and technologies.