Customer Technical Support Representative 5 (SCA)

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:

The Service Desk Technical Lead,will be responsible for the following but not limited to:

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.

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
• Proven project management skills in setting priorities to meet project deadlines
• 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

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.