SITEC - Incident Manager Lead - MacDill AFB

Peraton requires Incident Managers to support the Peraton requires Incident Managers to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3 EOM. 

This position is located at MacDill AFB in Florida.   

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM, the CIO/J6 organization, and ultimately the end-user who operate around the globe 24x7x365.  

The Incident Manager Lead will stand up and oversee a newly established Incident Management function within the Operations Support organization. 

• Lead and manage a team of three incident managers within the Operations Support function 

• Own the enterprise queue for P3 & P4 incidents, ensuring: 

• Manage enterprise-wide incident hygiene 

• Closure velocity 

• Proper escalation and documentation 

• Establish governance protocols for incident documentation across all priorities to support audit readiness and continual improvement 

• Analyze incident trends to identify recurring issues and work closely with the Problem & Modernization Manager to inform root cause analysis, service improvement, and modernization efforts 

• Serve as a liaison to GEOC and core operations teams to streamline P1/P2 incident response and reduce administrative burden 

• Integrate incident managers from existing teams into the Operations Support structure 

• Develop escalation matrices, workflows, and reporting dashboards for enterprise visibility 

• Drive process improvements that reduce redundancy and enhance operational efficiency 

• Collaborate and integrate with the SITEC 3 Consolidated Service Desk (CSD) and its contractual workforce to ensure functional flow, proper ticket handoff, and alignment across support tiers 

Required Qualifications: 

• Min 12 years with HS degree, 10 years with AS/AA degree, 8 years with BS/BA, 6 years with MS/MA, 3 years with a PHD 

• DoD TS/SCI clearance  

• Proven experience leading incident management functions in complex, mission-critical IT environments 

• Strong understanding of ITIL-based incident lifecycle, escalation protocols, and service operations 

• Demonstrated ability to manage ticket queues and coordinate across matrixed teams 

• Familiarity with SOCOM or DoD enterprise environments preferred 

Desired Qualifications: 

• ITIL v4 certification or equivalent operational framework experience 

• Experience with enterprise service management platforms (e.g., ServiceNow) 

• Familiarity with Problem Management, Change Management, and Service Modernization functions 

• Prior experience in Joint or Special Operations environments 

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.