Service Desk / Watch Team Lead

Peraton is seeking a Service Desk/Watch Team Lead to supervise the daily activities of a team of IT Watch Standers supporting a US Navy enterprise environment in Norfolk, VA. This is a great opportunity for cleared individuals to gain valuable IT supervisory experience while leading a team responsible for monitoring, troubleshooting, and escalating enterprise IT issues. The position includes personnel management, outage response, incident escalation, and operational oversight within a large enterprise environment. 

 

What will you do:

• Supervise the daily activities of a team of IT Watch Standers supporting a 24/7 enterprise environment.
• Ensure daily tasks, reports, shift turnover requirements, floor checks, and other operational activities are completed accurately and on time.
• Manage team schedules and staffing coverage to maintain continuous operational support.
• Train, mentor, and onboard team members on operational procedures, technical processes, and best practices.
• Develop and maintain SOPs, technical documentation, and process guides to support standardized operations.
• Ensure incidents service requests, and operational issues are properly documented, tracked, escalated, and routed to the appropriate support teams.
• Serve as the first point of escalation for system outages, service disruptions, building issues, and other high-priority incidents.
• Provide technical guidance and operational support for system, network, application and virtual desktop infrastructure (VDI) issues.
• Coordinate with support teams to facilitate incident response and service restoration efforts.
• Assist with troubleshooting complex technical issues and support root cause analysis efforts during service interruptions.
• Monitor team performance and provide guidance to ensure operational standards and customer service expectations are met.
• Partner with program management to identify process improvements, address operational challenges, and implement operational solutions.
• Provide operational leadership and support during staffing shortages, emergency situations, and surge requirements.

What will your team do:

• Create, update, escalate, track incidents, service requests, and triage IT tickets using IssueTrak.
• Monitor system, network, application, and service health to identify and respond to operational issues.
• Troubleshoot system, application, network, and VDI-related issues and coordinate escalation as necessary.
• Respond to system outages, service disruptions, and critical incidents in accordance with establish procedures.
• Coordinate outage, notifications, maintenance notices, and status updates to customers and stakeholders.
• Complete shift turnover and maintain accurate operational documentation.
• Conduct visual and physical inspections of controlled spaces and IT equipment.
• Conduct inspections of lighting systems, fire suppression systems, HVAC units, power distribution units for any hazards such as water leaks and building damage within supported facilities.
• Check and document meters and monitor devices for environmental and status readings.
• Provide escort support to within controlled spaces.

 

Candidate must be able to:

• The candidate must have reliable transportation during inclement weather.
• The candidate must have excellent communication and customer service skills.
• The candidate must be able to obtain a Top Secret Clearance (or an in scope T5 investigation).
• Be a self-starter that can both work in and lead a team of IT Watch Standers.

 

Desired Experience:

• Experience leading or mentoring personnel in a service desk, watch floor, or other IT operations environment
• Experience troubleshooting system, network, application, and VDI-related issues.
• Experience supporting outage management, incident response, and service restoration activities.
• Strong analytical, communication, and problem-solving skills with experience creating reports and operational documentation.
• Experience working in a fast-paced enterprise environment with responsibility for coordination support efforts, escalating issues, and driving operational outcomes.

What you'll need:

• 6 years of releveant experience, may have lead experience
• Active DoD Secret Clearance with the ability to obtain a TS 
• Must be able to obtain a Comptia Security+ (or other approved) certification per DOD 8570 policy compliance within 120 days after employment if you do not currently hold this certification

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.

$80,000 - $128,000. 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.