Enterprise Service Desk Lead

Peraton is hiring a motivated and experienced Enterprise Service Desk Lead for a 24x7x365 Enterprise Service Desk at Gunter AFB or Hanscom AFB supporting a U.S. Air Force program.  The service desk lead is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is meeting Service Level Agreements (SLAs). To meet these demands, a good service desk lead must possess skills including decisiveness, flexibility, ability build a cohesive team of technicians while meeting strategic objectives and remaining calm-under pressure.

What you'll do:

• Manages team providing Tier 2-3 support services for computer system(s) and network users or other technical products and services
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements (SLAs)
• Establishes objectives and directs team activities to improve technical support practices in the areas of quality, knowledge-centered support resolution and timeframes
• Ensures that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
• Manages personnel activities (hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination, etc.)
• Assists users with computer hardware and/or software applications (account creation, website access, email setup, troubleshooting, etc.)
• Coordinates with relevant stakeholders, including the support desk team, customers, vendors, and other teams that are involved in service desk operations
• Responds to Service Requests, Incidents, and Changes IAW published SLAs
• Supports service catalog maintenance, Move, Add, Change (MAC) services
• Provides weekly and monthly status reports documenting work performed

10 years of experience, with supervisory or lead experience.

What you'll need:

• Active DoD Secret clearance
• Experience working with BMC Remedy ticketing system
• Knowledge and understanding of all relevant industry standards
• Knowledge and understanding of best practices for service management
• Familiarity with Active Directory (AD) and Windows OS and Red Hat Linux OS devices
• Familiarity with vulnerability scanning and patching of endpoints IAW with DoD standards
• Excellent communication and customer service skills
• An ability to think critically about systems and to adjust consistently as needed
• Effectively managing, developing, and training the service desk team
• Maintain a high level of customer satisfaction for on-site and remote customers
• Maintaining processes and procedures documentation

Certifications:

• ITIL Foundations
• CompTia Security +

Desired experience:

• PMP preferred

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.