Service Desk Workforce Management Lead

Responsibilities

Peraton is seeking a Service Desk Workforce Management Lead to join our team of qualified, diverse individuals serving the United States Coast Guard IMS program. Qualified applicants will perform the Service Desk Workforce Management Lead reporting into the IMS Service Desk Command and Control Manager.  The function ensures the Service Desk is operating at maximum effectiveness and efficiency. The role is for a multi-channel environment including inbound 800 call volume and end user generated tickets with plans for chat and voicemail in the future.  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:

• Produce schedules for 7X24 365 support environment for Service Desk Tier I and Tier II teams.
• Work closely with Service Desk Duty Lead role regarding real-time adherence
• Anticipate and incorporate known high contact volume increases into forecasts
• Prepare the organization to support chat in the future

#USCGIMS

Qualifications

Basic Qualifications:

• Bachelors Degree and 5 years of experience or a Masters degree and 3 years of experience or a High School Diploma and 9 years of experience.
• Experience in workforce management (real-time adherence, forecasting, scheduling, reporting).
• 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
• Time-management skills and the ability to establish reasonable and attainable deadlines

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.