Enterprise Service Desk Manager

Peraton is hiring a motivated and experienced Enterprise Service Desk Manager to lead a multilocation 24x7x365 global Enterprise Service Desk in Colorado Springs CO supporting a U.S. Air Force program. The Service Desk Manager is responsible for managing daily operations of the Service Desk managing the Service Desk team representing the team to other stakeholders and helping to ensure that the Service Desk is meeting Service Level Agreements (SLAs). To meet these demands a qualified Service Desk manager must possess skills including decisiveness flexibility ability build a cohesive team of technicians while meeting strategic objectives and remaining calmunder pressure.

What youll do:

Manages team providing Tier 23 support services for computer system(s) and network users or other technical products and services
Ensures maximum issue resolution in minimum time to meet Service Level Agreements (SLAs)
Establishes objectives and directs team activities to improve technical support practices in the areas of quality knowledgecentered support resolution and timeframes
Ensures that all processes used by the service desk are thoroughly documented consistently audited and regularly improved
Manages personnel activities (trains schedules appraises rewards motivates disciplines recommends termination etc. Works with Operations Manager to interview and hire.
Assists users with computer hardware and/or software applications (account creation website access email setup troubleshooting etc.
Coordinates with relevant stakeholders including the Service Desk team customers vendors and other Peraton teams that are on the contract
Responds to Service Requests Incidents and Changes IAW published SLAs
Supports service catalog documentation and maintenance Move Add Change Delete(MACD) actions
Provides weekly status reports documenting work performed
Assists Operations Manager in other duties as assigned fills in when necesssary
Operations may be 24/7

10 years of experience may have supervisory or lead experience

What youll need:

Must have DoD Secret clearance
Experience working with BMC Remedy ticketing system
Knowledge and understanding of all relevant industry standards
Knowledge and understanding of best practices for service management
Familiarity with Active Directory (AD) and Windows OS devices
Familiarity with vulnerability scanning and patching of endpoints IAW with DoD standards
Excellent communication and customer service skills
High level of integrity
An ability to think critically about systems and to adjust consistently as needed
Effectively managing developing and training the service desk team
Maintain a high level of customer satisfaction for onsite and remote customers
Maintaining processes and procedures documentation

Certifications:
ITIL Foundations
Security CE

Desired experience:
Air Force Network IT experience preferred

Peraton is a nextgeneration national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds 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 cant be done by solving the most daunting challenges facing our customers. Visit peraton to learn how were keeping people around the world safe and secure.