Service Desk Lead

Peraton is seeking an experienced Service Desk Team Lead to join our team of qualified, and diverse individuals. The ideal candidate will support the Department of Homeland Security (DHS)/ Transportation Security Administration (TSA) customer. The motivated IT professionals will have a strong background in IT service management, leadership skills, and a commitment to delivering exceptional customer support. As a Service Desk Team Lead, you will play a crucial role in overseeing the day-to-day operations of the service desk, ensuring a high level of service delivery and customer satisfaction.

Location:  On-site in Clinton, TN. You must be able to support shift work.

Day to Day Work Responsibilities:

• Lead, motivate, and mentor a team of Tier I and II service desk professionals.
• Foster a collaborative and positive team culture.
• Provide guidance and support to team members, ensuring their continuous development.
• Oversee the resolution of service desk incidents and requests in a timely manner.
• Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs.
• Performs Tier III problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.
• Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
• Monitor and analyze service desk performance metrics to identify areas for improvement.
• Implement best practices to optimize service desk efficiency and effectiveness.
• Provides expert and second-tier technical support for the installation and repair of complex systems and outages.
• Collaborate with internal stakeholders to understand customer needs and expectations.
• Ensure a high standard of customer service is maintained, addressing escalated issues as necessary.
• Identify opportunities for process improvement and implement streamlined workflows.
• Stay abreast of industry best practices and emerging technologies to enhance service desk capabilities.
• Conduct regular training sessions for service desk staff to enhance technical skills and customer service capabilities.
• Provide ongoing coaching to team members for professional growth.
• Provide coaching and/or mentoring of staff.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

#TSAImpact

Basic Qualifications:

• High School Diploma and 5 years of experience.
• US. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.
• Experience in a Service Desk Lead or Technical Lead role.
• Experience with O365.
• Experience with computer and network support.
• Strong escalations experience.
• Ability to support rotating shift work.

Preferred Qualifications:

• Experience in guiding work processes to meet SLAs.
• Familiarity with AWS Connect for efficient customer support.
• In-depth knowledge of Active Directory for user management.
• Experience with BlackBerry UEM for mobile device management.
• Strong writing, mentoring and communication skills.
• ITIL experience.

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.