Senior Service Desk Manager

About Peraton

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.

Program Overview

Supports the transformation and modernization of legacy Coast Guard systems and services including mobility, messaging, ITSM, ITAM, Network Infrastructure, and legacy data systems from on premise implementations to cloud and hybrid cloud solutions. New system and service implementations, including zero trust architecture, to provide leading edge systems that are both secure and accessible.

About The Role

Peraton is seeking a Senior Service Desk Manager to join our team of qualified individuals. The Service Desk Lead will lead a large and diverse technical team in accordance with direction from senior leadership, contract requirements, company policies, procedures, and guidelines.

The candidate will be responsible for overseeing the integrated service desk and evaluates overall service desk activities against performance objectives. As the Service Desk Lead, you will ensure customer service response is timely, accurate, and congruent with required service levels. You will lead the service desk team in terms of customer experience with focus on automation, driving improvements and introducing new approaches.

Day to Day Work Responsibilities:

• Manage a technical team of employees and subcontractors in support of USCG critical IT services.
• Provide integrated service desk services.
• Serve as the single POC to address all end user service requests.
• Manage omni-channels including phone, voicemail, email, and the web.
• Lead the routing issues not resolved on the initial call to the appropriate Tier 2 team and track through resolution.
• Maintain Tier 0 / Self Help articles to reduce the frequency of end user-service desk interaction.
• Manage and improve individual mission and cross-collaborative approaches across the contract and Program.
• Provide workforce education and mentoring.
• Any other tasks, as assigned, by the IT Operations Director or Program leadership

#USCGIMS

Qualifications

Basic Qualifications:

• Must have 10 years of professional experience.
• U.S Citizenship required; Active Secret clearance.
• 10 years of experience managing IT service desks of similar scope and complexity. This requires significant technical and operational experience with service desk operations, incident management, request management, end-user service delivery, process improvement/maturity and strong application customer care best practices.
• Demonstrate experience with ticketing systems and incident management in a large Windows-based environment.
• Demonstrated experience with collecting and reporting ticket metrics.
• Demonstrated ability to manage large numbers of people in a busy multi-tasking environment.
• Demonstrated experience managing teams of IT professionals supporting a large enterprise. environment.
• Demonstrated experience of Service Level Agreement (SLA) metrics performance.
• Demonstrated experience interfacing with customer senior leadership.
• Familiarity with DOD IT security requirements.
• Minimum Certification Requirements - Currently hold one or more of the following and have the ability to ability to obtain all certs:

• • DOD 8570.01M IAM Level I certification
  • ITIL v3 and/or ITIL v4 Foundation to align with the latest version of DESMF
  • Certified TBM Executive (CTBME)

Preferred Qualifications:

• Previous experience working in a dynamic large scale DoD IT environment.
• Previous experience with any Federal Agency ITSM operations and IT leadership.
• Demonstrated ability to lead and motivate teams in a complex environment.
• Experience in identifying and implementing process improvements efficiencies.
• Ability to multitask effectively between program projects, subcontractor personnel, and project civil servant community.
• Excellent communication skills - able to run meetings with project teams and coordinate with technical and non-technical staff.
• Excellent teamwork, collaboration, and proactive interactions.
• Extensive end-user client care experience.
• Self-starter with a drive to deliver superior IT services to support the USCG mission.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $104,000 - $166,000. This represents the typical salary range for this position based on experience and other factors.

EEO:Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.