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Cyber Service Desk Manager

2 months ago

Arlington, Virginia, United States Peraton Full time
Job Summary

We are seeking a highly skilled Cyber Security Operations Specialist to join our team at Peraton. As a Cyber Case Management/Service Desk Agent, you will play a critical role in supporting our mission to enhance the nation's cyber security and resilience.

Key Responsibilities
  • Perform shift work supporting the Cybersecurity and Infrastructure Security Agency (CISA) 24x7 Operations Center.
  • Execute the overarching process of ingesting, triaging, assigning, monitoring, and resolving cyber incidents impacting Critical Infrastructure entities, Federal Civilian Executive Branch (FCEB) and State, Local, Tribal, and Territorial (SLTT) Departments/Agencies.
  • Monitor and analyze cyber incident data to assign for Tier 2 support.
  • Follow up with CISA staff and stakeholders to ensure incident lifecycle execution.
  • Draft organizational documentation such as Standard Operating Procedures, Work Instructions, etc.
  • Identify opportunities to increase the efficacy of cyber incident report handling and workflows.
  • Understand cyber, physical, and communications incident trend analysis and reporting functions.
  • Correlate and associate potential threat activities to inform senior leader decision makers.
  • Ensure timely and effective response to internal and external mission partners.
  • Seek to improve the quality, productivity, and sharing of information pertaining to the incident reporting life cycle.
  • Certify coordination and distribution of incidents and service requests.
Additional Duties
  • Manage the lifecycle of information, assistance, and service requests.
  • Perform customer relationship management activities with mission partners and external stakeholders.
  • Perform internal coordination and follow up for distributed actions.
  • Ensure compliance with defined processes, procedures, work instructions, and program requirements.
  • A willingness to learn new tools and technologies and take on new responsibilities as assigned.
  • Provide guidance to the general public on cyber issues as needed.
  • Act as a resource for colleagues with less experience.
Requirements
  • Bachelor's degree and 5 years' experience or Master's degree and 3 years' experience or HS diploma/equivalent and 9 years' relevant experience.
  • Minimum of 3 years in an Operations Center or Security Operations Center (SOC).
  • Knowledge and understanding of customer service techniques and experience providing Service Desk or call center support.
  • Exceptional communication skills and ability to stay calm in high stress events while maintaining good decision-making, focus, and good prioritizing skills.
  • Self-motivated, problem solving, and critical thinking skills and characteristics.
  • Security+ certification required.
  • U.S. citizenship and an active Top Secret Security Clearance w/ SCI.
Preferred Qualifications
  • Knowledge of Microsoft Office suite.
  • Experience in building operational workflow models.
  • Technical Writing Skills.
  • Experience using the Remedy and ServiceNow ticketing suite.
About Peraton

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.

Target Salary Range

$86,000 - $138,000. This represents the typical salary range for this position based on experience and other factors.