Help Desk Lead TS/SCI w/Poly

The team is looking for a Help Desk Lead who can:

• Manage project help desk Jira tickets from customers seeking product support.
• Provide support for a suite of Data Management tools, including user access management, change requests, and real-time troubleshooting of technical issues.
• Collaborate with system engineers, software engineers, and external application teams to drive timely issue resolution.
• Document reported issues and change requests in Jira across multiple network platforms.
• Create, update, and maintain both internal and customer-facing documentation in Confluence.
• Manage the full lifecycle of Jira tickets, including prioritization, assignment, tracking, follow-up, and closure.
• Coordinate software deployments, system upgrades, and security patches.
• Participate in internal and customer meetings to provide updates, gather requirements, and ensure alignment on priorities.
• Generate and deliver weekly and monthly performance, incident, and operational metrics.

• 14 years of experience as an SE in programs and contracts of similar scope, type and complexity are required. Demonstrated experience in planning and leading Systems Engineering efforts is required. Bachelor’s degree in System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline from an accredited college or university is required. Five (5) years of additional SE experience may be substituted for a bachelor’s degree.
• Demonstrated ability to operate as a self-starter with strong verbal and written communication skills, capable of conveying complex concepts effectively to customers and end users
• Provide support to IT systems, including day-to-day operations, monitoring, and troubleshooting across client devices; deliver Tier 1 (Help Desk) and Tier 2 (escalation) support for problem identification, diagnosis, and resolution, while ensuring timely escalation and clear communication of status to agency management and internal customers
• Experience with Jira and Confluence
• TS/SCI clearance with polygraph clearance required

#MPOJobs

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.

$135,000 - $216,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.