Service Desk Manager

Peraton is looking for a skilled, capable, and driven professional who can bring their passion to our Service Desk Manager position. The Service Desk Manager is a critical role in setting the highest standards for customer service and creating an exciting environment for all Service Desk team members to demonstrate a consistently positive, helpful, and collaborative attitude to address end-user needs in a timely manner.  The ideal candidate should be committed to delivering top-notch customer service.  Through open communication, the Service Desk Manager will seek continuous improvement by using customer feedback and industry best-practices to develop and learn enhanced technical and customer service skills.

Service Desk Manager to lead a team of 13-15 end-user (hardware) and customer service agents providing 24/7 on-site and remote site support for a customer base of about 1800 users.

Day to Day Roles and Responsibilities:

• Manages the team that provides technical assistance to computer system and network users or other technical products and services.
• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
• Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution time-frames.
• Coordinates customer service activities with other internal functions (such as Systems Administrators, Network Engineers, Cybersecurity, Applications Developers and Project Managers/Leaders.)
• Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
• As a point of escalation, assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution.
• Knowledge of customer’s applications, services and/or systems.
• Work closely with customers (end users) and City management to fully understand and document requirements.
• Ensure effective management of all incidents and service requests through telephone, email, and appointment-based services.

Operations are 24/7

Basic Qualifications:

• Must have years 10 years of experience.
• Must have management/leadership experience 
• Experience with Service Desk ticketing system; understanding of workflows; ability to create and use management information reports from the ITSM systems to monitor metrics and address adverse trends.
• Experience with managing the work of others.
• Sound knowledge and experience supporting a broad range of IT applications, platforms, and technologies (MS Windows, O365, Office Suite, remote access, troubleshooting, root cause analysis, etc.).
• Knowledge and understanding of best practice frameworks to provide services in accordance with ITIL, ITSM, ISO 20000.
• Ability to develop effective working relationships and collaborate with colleagues within and beyond IT Services (i.e. Systems Administration, Networking, Cybersecurity, Application Developers, H/W and S/W vendors, IT Liaisons, key stakeholders, VIPs, etc.).
• Ability to coach and mentor a team to create an environment that motivates team members to do their best work, meet or exceed expectations, and bring continuous improvement to the customer.

Preferred Qualifications:

• Proficient in Systems Administration and/or Networking skills.
• Expertise in providing user and application support for Public Safety.
• Possess ITIL4 Foundation Certification (or higher).
• Hands-on experience with ServiceNow.

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.