Service Desk Lead Specialist

Peraton is seeking a skilled and motivated Service Desk Lead Specialist to provide technical leadership and operational support within a high performing service desk environment. This role is responsible for ensuring exceptional customer service delivery, guiding service desk analysts through complex issues, and promoting a collaborative, solutions focused team culture.

 

The Service Desk Lead Specialist will serve as a senior point of contact for escalations, support daily operations, and drive adherence to service standards and best practices. This individual will work closely with the team and stakeholders to ensure efficient service delivery while contributing to continuous improvement initiatives.

 

This position supports a service desk team providing 24/7 support to approximately 1,800 end users across onsite and remote environments. The ideal candidate is highly technical, customer focused, and experienced in service desk operations within a fast paced IT environment.

 

Location: Onsite, Irvine, CA
Schedule: Monday through Friday, 12:00 PM to 9:00 PM PST

 

Day to Day Roles and Responsibilities

• Provide technical leadership and guidance to service desk analysts during daily operations
• Support intake, documentation, prioritization, and resolution of incidents and service requests following established workflows
• Act as the primary escalation point for complex technical issues involving hardware, software, email, access, and network related problems
• Monitor ticket queues and Service Level Agreements to ensure timely resolution and high quality service delivery
• Assist in onboarding and training new team members, sharing knowledge and best practices
• Collaborate with system administrators, network engineers, cybersecurity teams, and other IT stakeholders to resolve issues efficiently
• Contribute to the development and refinement of service desk processes, procedures, and knowledge base content
• Utilize ITSM tools and reporting to identify trends, recurring issues, and opportunities for improvement
• Support continuous improvement efforts focused on enhancing customer experience and reducing resolution times
• Maintain strong relationships with end users and stakeholders to ensure alignment with service expectations
• Ensure effective handling of all support channels including phone, email, and ticketing systems

Basic Qualifications

• High School diploma and a minimum of 5 years of IT experience
• U.S. citizenship or Green Card holder is required. Candidates must be able to successfully pass a City of Irvine Live Scan background check and complete and pass a polygraph examination.
• Experience in a senior or lead level role within a service desk or IT support environment
• Hands on experience with ITSM ticketing systems, workflows, and reporting
• Strong technical background supporting Microsoft Windows, Microsoft 365, Office applications, remote access tools, and general troubleshooting
• Proficiency supporting Microsoft technologies including Active Directory, Azure AD, Intune, and Microsoft 365 applications
• Strong front line troubleshooting skills with basic to intermediate knowledge of networking concepts including TCP/IP, VPN, DNS, and DHCP
• Hands on experience installing, configuring, adapting, and enhancing technical products, software, and systems in an enterprise environment
• Experience supporting common enterprise hardware and software technologies, including conferencing platforms such as Zoom and Microsoft Teams
• Working knowledge of ITIL and IT service management best practices
• Ability to work efficiently under pressure, manage multiple priorities, and meet deadlines in a fast paced operational environment
• Strong communication skills with the ability to guide and support team members and interact effectively with end users and stakeholders
• Proven ability to deliver high touch, white glove support to end users, including executives and VIP stakeholders

Preferred Qualifications

• ITIL 4 Foundation certification or higher
• Experience supporting public sector or government environments
• Understanding of systems administration and networking concepts
• Experience with ServiceNow or similar ITSM platforms

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.

$66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.