Customer Technical Support Representative 5 (SCA)

Service Desk Technical Lead

Peraton is seeking a Service Desk Technical Lead. The Service Desk Technical Lead, reports to the Desktop Support Supervisor is responsible for providing technical leadership for the desktop support staff to meet or exceed contract service objectives. The lead applies their extensive experience addressing complex issues consulting with all levels of the organization to drive immediate resolution and develop repeatable processes to address the issue in the future.

What you'll do:

• Provide support to Tier 1 Desktop Analysts, mentoring and assisting with desktop issue resolution
• 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
• 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
• Coordinate with Training personnel to identify new/remedial App Support training needs
• Participate in the Management of Change (MoC)
• Work special projects as required. Maintain all area documentation

Qualifications:

Required qualifications:

• HS 5-6 years of experience is required
• Must be U.S citizen
• Ability to obtain Department of Defense security clearance (ADP II Public Trust)
• IM/IT support experience (or related relevant experience)
• Security+ Certified
• Microsoft Certified IT Professional (MCP) preferred to start or must obtain within 90 to 120 days
• Must have (or be able to obtain) ITIL 4 Foundations Certification
• Proven project management skills in setting priorities to meet project deadlines
• Proven knowledge of Service Desk support environments

Desired qualifications:

• 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 mentoring personnel
• Ability to establish a solid working relationship with customer, staff, managers and peers
• Proven technical competency in the following areas:
• Microsoft Office Products: Word, Excel, PowerPoint and Outlook
• Microsoft Visio and Project
• ServiceNow relevant experience
• HDI certification preferred

Target Salary Range: $66,000 - $106,000. 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.