Responsibilities

Key Responsibilities:

• Monitor and retain ownership for all tickets processed by the Service Desk to ensure successful resolution of service or incident tickets to include tickets escalated to Tier-2 and Tier-2.
• Collaborate with other Team Leads and manage assigned agents to ensure 75% of user support incident tickets are resolved at Tier 1 within required SLA timeframes.
• Ensure team receive, document, categorize, triage, route, and resolve end user IT requests and incidents tickets.
• Review and evaluate tickets for escalation and transfer to Tier 2 agent consistent with defined processes and procedures.
• Work with System Managers (SMs) to ensure requests have been reviewed and routed appropriately.
• Deliver Service Desk activity reporting using quantitative data and providing analysis and recommendations for increased efficiency based on SLA requirements.
• Work with end user to validate all Tier 1 and transferred-back Tier 2 and Tier 3 tickets are resolved prior to ticket closure.
• Collaborate with Service Desk Manager and other Service Desk Leads to ensure Tier 0 self-help material remain relevant to current operating practice and procedures.
• Work with agency mangers to facilitate approval and update of Service Desk documentation including SOPs and KMs.

Qualifications

Basic Qualification:

• US. Citizen; eligible for U.S. Security Clearance.
• Bachelor’s degree with 5 to 7 years, or master’s degree with 3 to 5, or PhD with 0 to 2 years’ experience is required.
• Must have experience with ServiceNow or other ITSM tools.
• Must be proficient in English.

Preferred Qualification:

• Active Secret Security Clearance.
• ITIL v.4 Certification

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