Job description
Responsibilities:
The Service Desk Technical Lead, reporting 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:
Required qualifications:
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
The Service Desk Technical Lead, reporting 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.
Required qualifications:
- BS 5-7 Years, MS 3-5, PhD 0-2, AA 7-9 Years, or HS 9+ Years of related experience.
- IM/IT support experience (and/or customer service 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
- Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
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
Benefits:
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
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Peraton Overview:
Peraton 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 and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.
Target Salary Range: $51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors. EEO Tagline (Text Only): An Equal Opportunity Employer including Disability/Veteran.
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