Responsibilities

Peraton has an immediate need for a Service Desk Supervisor in San Antonio, TX.

The Service Desk Supervisor is responsible for supervising day-to- service levels of Desktop Support staff to meet or exceed contract service objectives. The primary responsibility is to ensure staff availability levels and compliance to customer service, technical support, call handling, and process and policy/procedure adherence standards. In addition the Desktop Technical Lead must support resolution of desktop related incidents.

What you’ll do:

• Develop, lead, and motivate a team of Service Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction.
• 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:

• BS 8-10, MS 6-8, PhD 3-5, or HS 12-14
• BS Degree in Computer Science, MIS, or related field/equivalent experience in lieu of a degree.
• 4 years of proven IM/IT leadership experience or equivalent supervisory experience
• Ability to obtain Public Trust security clearance
• Security Certified
• Must have (or be able to obtain)ITILv3 or 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

Desired qualifications

• Microsoft Certified IT Professional (MCP)
• HDI certification
• 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.

Benefits:

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.

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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

SCA / Union / Intern Rate or Range

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