Service Desk Team Lead

Responsibilities

Peraton is seeking an experienced Service Desk Team Lead to join our team of qualified, and diverse individuals.

 

The ideal candidate 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.

 

Day to Day Work Responsibilities:

• Lead, motivate, and mentor a team of 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.
• Monitor and analyze service desk performance metrics to identify areas for improvement.
• Implement best practices to optimize service desk efficiency and effectiveness.
• 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.

Qualifications

Basic Qualifications:

• Bachelor’s degree and 5 years of experience or a Master’s degree and 3 years of experience or a High School Diploma and 9 years of experience
• US. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.
• Proven experience in a service desk or technical support role managing a team of 5 or more.
• Demonstrated leadership experience with the ability to motivate and inspire a team.
• 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.

Peraton Overview

Peraton 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 and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.

Target Salary Range

$39,000 - $62,000. This represents the typical salary range for this position based on experience and other factors.