Service Desk Technical Lead

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Job description

Responsibilities:
Peraton is seeking a Service Desk Technical Lead. The Service Desk Technical Lead, reports to the Desktop Support Supervisor is responsible for providing technical leadership for the desktop support staff to meet or exceed contract service objectives. The lead applies their extensive experience addressing complex issues consulting with all levels of the organization to drive immediate resolution and develop repeatable processes to address the issue in the future.

What you'll do:

The Service Desk Technical Lead,will be responsible for the following but not limited to:

Provide support to Tier 1 Desktop Analysts, mentoring and assisting with desktop issue resolution

Enforce adherence to Service Desk policies and procedures

Promote a positive team environment and seamless communication within the Service Desk.

Interact with various 3rd party support groups to escalate/resolve Incidents and Problems.

Display and promote a professional sense of urgency.

Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement.

Manage contacts with customers, direct reports, peers, and independent vendors.

Participate in Incident auditing activities.

Ensure smooth transition of new/improved services to Svc Operation.

Coordinate with Training personnel to identify new/remedial App Support training needs.

Participate in the Management of Change (MoC).

Work special projects as required. Maintain all area documentation.

Qualifications:
Required qualifications:

BS 5-7 Years, MS 3-5, PhD 0-2, AA 7-9 Years, or HS 9+ Years of related experience.

Must be U.S citzen

Ability to obtain Department of Defense security clearance (ADP II Public Trust)

IM/IT support experience (or related relevant experience).

Security+ Certified

Microsoft Certified IT Professional (MCP) preferred to start or must obtain within 90 to 120 days

Must have (or be able to obtain) ITILv3 or ITIL 4 Foundations Certification

Proven project management skills in setting priorities to meet project deadlines

Proven knowledge of Service Desk support environments

Desired qualifications:

Strong customer service and communications skills, both oral and written

Strong critical thinking skills that facilitate service delivery methodology innovation

Proven project management skills in setting priorities to meet project deadlines

Strong knowledge of Service Desk support environments

Strong analytical, presentation, and problem-solving skills

Experience mentoring personnel

Ability to establish a solid working relationship with customer, staff, managers and peers

Proven technical competency in the following areas:

Microsoft Office Products: Word, Excel, PowerPoint and Outlook

Microsoft Visio and Project

ServiceNow relevant experience

HDI certification preferred

Peraton Overview:
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 to learn how we're keeping people around the world safe and secure.

Target Salary Range:
$66,000 - $106,000. This represents the typical salary range for this position based on experience and other factors.

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