Ensure proper management of ACD, skill sets and Remedy queues.
Manage the Service Desk performance to exceed performance metrics and incentive goals.
Enforce adherence to Service Desk policies and procedures
Promote a positive team environment and seamless communication within the Service Desk.
Interact with various 3rd party support groups to escalate/resolve Incidents and Problems.
Display and promote a professional sense of urgency.
Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement.
Ensure self and staff compliance with all ITIL and functional processes and procedures.
Participate in metrics reviews. Seek out opportunities to continually improve service levels.
Prepare and maintain staffing plans and holiday/time-off schedules.
Manage contacts with customers, direct reports, peers, and independent vendors.
Participate in Incident auditing activities.
Ensure smooth transition of new/improved services to Svc Operation.
Participate in the Management of Change (MoC).
Work special projects as required. Maintain all area documentation.
Assist with Desktop Incident Resolution
Ability to establish a solid working relationship with customer, staff, managers and peers
Qualifications
Required Qualifications
Minimum 6 years experience
Must be U.S Citizen
Able to obtain Department of Defense security clearance (ADP II Public Trust)
Experience with IM/IT leadership experience or equivalent supervisory experience
Security+ Certified
Must have (or be able to obtain within 90 days) ITIL 4 Foundations Certification
Proven project management skills in setting priorities to meet project deadlines.
Proven technical competency in the following areas
Microsoft Office Products: Word, Excel, PowerPoint and Outlook
Microsoft Visio and Project
ServiceNow
Onsite Fulltime
Desired qualifications
Relevant technical certifications
Strong customer service and communications skills, both oral and written
Strong critical thinking skills that facilitate service delivery methodology innovation
Strong knowledge of Service Desk support environments
Strong analytical, presentation, and problem-solving skills
Experience leading and developing personnel.
Target Salary Range $51,000 - $82,000. 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.
Benefits Statement
Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.
Application Statements The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity. Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate’s own.
- EEO
- EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
