Service Desk Shift Duty Lead

Responsibilities

Peraton is seeking a Service Desk Shift Duty Lead to join our team of qualified, diverse individuals serving the United States Coast Guard IMS program. Qualified applicants will perform the Shift Duty Lead function reporting into the IMS Service Desk Command and Control Manager.  The function includes monitoring inbound call and ticket levels and ensuring the workload is being handled in the expected timeframes to meet service level agreement required thresholds.  Applicants will work through a modernization and consolidation of the operational environment under a common technology framework to better support the services provided to the United States Coast Guard.

 

Day to Day Work Responsibilities:

• Coordinate Service Desk agent scheduling with the Workforce Management team
• Monitor inbound call and ticket queues and ensure all contacts are being worked according to expected thresholds
• Follow established escalation procedures
• Maintain communication with Network Operations team and escalate issues that meet defined criteria as required.
• Log and communicate worker tardiness and absenteeism to assigned supervisors

#USCGIMS

Qualifications

Basic Qualifications:

• Bachelors degree and 5 yesrs of experience or a Masters degree and 3 years of experience or a High School Diploma and 9 years of experience. 
• U.S. Citizenship required; Secret (or higher) clearance
• Comfortable communicating with Peraton and Client leadership
• Professional written and interpersonal skills are essential when communicating with Client
• 5 years Service Desk experience with BMC Remedy and Avaya ACD telephony system. Avaya CMS experience a plus.
• Time-management skills and the ability to establish reasonable and attainable deadlines

Preferred Qualifications:

• 5+ years of proven experience in the Enterprise Ticket Manager role with Remedy experience (preferred).
• ITIL foundation certification or familiarity with ITIL methodologies and best practices

Peraton Overview

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.

Target Salary Range

$51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.