Service Desk Application Support Lead (SCA)

The Service Desk Application Support Lead (SCA) is responsible for ensuring that Application Support Tier 1 staff is prepared to support and resolve any supported MHS Application technical issue or request, to include proprietary and vendor supplied software and hardware.

The Tier Lead keeps the Application Support staff up to date on new and emerging proceses and procedures training and mentoring. The Technical Lead is a key source of knowledge, expertise and tool usage. The Tier 1 Lead works closely with the Application Support Supervisors and Director of Service Operation to ensure that support expectations are met or exceeded.

• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one to be considered. Must be U.S. Citizen

What you’ll do:

 The Service Desk Application Support Lead (SCA) will be responsible for the following but not limited to:

• Primary second level support of all inbound incidents. Backup first level support as needed.
• Provide accurate, timely, and professional follow-up and resolution on all supported issues.
• Accurately triage/assign/escalate tickets per departmental procedures.
• Serve as an SME for procedure and support knowledge.
• Raise awareness of Priority issues as they occur; ensure that process is followed exactly.
• Perform regular checks of assigned ticket queues, triage or assign per process standard.
• Assist Tier I with long or difficult calls/assume calls that are too difficult for Tier 1.
• Perform side-by-side coaching with Analysts on difficult calls as necessary.
• Conduct training sessions as necessary under direction of management.
• Research difficult issues, identify and document resolutions as necessary.
• Identify trends in training, performance and knowledge deficiencies and raise to management.
• Participate in Incident auditing activities.
• Work special projects as required.
• Identify and prepare procedures/articles for knowledge base.
• Assist Application Support Supervisors as needed.
• Foster team spirit and a team oriented attitude.
• Maintain a sense of urgency within the team during heightened periods of activity
• Maintain dependable attendance and schedule adherence

Required qualifications

• High School and 2+ years of experience
• Minimum 6 months of Tier 1 DHA Global Service Center experience.
• Demonstrated knowledge of Service Desk support methodology.
• Ability to obtain Department of Defense security clearance (ADP II Public Trust).
• Shift work may be required.

Desired qualifications: 

• AA/AS Degree in Computer Science, or MIS
• HDI or similar certification 
• The ability to effectively communicate technical matters to a non-technical audience.
• Strong customer service and communications skills.
• Strong critical thinking skills that facilitate expedient problem solving.
• Demonstrated teamwork skills.

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.