Service Desk Lead

Join Peraton in advancing the safety efficiency and modernization of the National Airspace System (NAS) through the FAAs Brand New Air Traffic Control System (BNATCS) contract. As a trusted partner to the Federal Aviation Administration Peraton helps deliver the systems and services that keep our nations skies safe and connected.

Were looking for innovative professionals who thrive in mission-critical environments and are passionate about shaping the future of air traffic management. This is your chance to make an impact on one of the worlds most vital transportation infrastructures working alongside leaders in aviation engineering data science and systems integration.

At Peraton you wont just support the mission youll define it.

Join a team dedicated to protecting the safety and integrity of U.S. air travel. Peraton is seeking a motivated and experienced Service Desk Lead to provide frontline leadership and operational oversight for IT service desk activities supporting the Federal Aviation Administration (FAA). This role serves as the senior on-shift technical resourcecoordinating daily operations mentoring analysts and ensuring incidents and requests are handled efficiently securely and in compliance with FAA ideal candidate blends strong technical troubleshooting skills with leadership capability thrives in a fast-paced operations environment and is comfortable serving as the primary escalation point for complex issues.

In this position you will:

• Lead and manage Service Desk operations ensuring consistent high-quality support across FAA programs.
• Supervise mentor and develop Service Desk analysts including scheduling workload management and performance coaching.
• Enforce ITIL-based processes for incident request problem and knowledge management.
• Monitor and report on service desk metrics and SLAs including response time resolution time customer satisfaction and backlog trends.
• Serve as the escalation point for high-priority incidents outages and customer-impacting issues.
• Coordinate with infrastructure cybersecurity application and platform teams to ensure timely issue resolution.
• Ensure accurate ticket documentation categorization and knowledge base maintenance.
• Support change management and release coordination to minimize operational disruptions.
• Ensure service desk activities comply with FAA policies RMF NIST and internal governance standards.
• Prepare and deliver operational reports and briefings to program leadership and FAA stakeholders.
• Support onboarding training and continuous improvement initiatives for service desk staff.

Why This Role Matters

Reliable IT support is essential to FAA operations that protect and modernize the National Airspace System (NAS). As a Service Desk Lead you ensure timely issue resolution consistent service quality and effective communication during incidents. Your leadership helps minimize downtime improve customer confidence and maintain continuity of operations across FAA programs.

Basic Qualifications:

• U.S. Citizenship Required.
• Must have the ability to obtain / maintain a Public Trust clearance.
• 10 years of IT Service Desk experience.
• Experience managing or supervising a Service Desk team.
• Strong understanding of ITIL processes (Incident Request Problem Change).
• Hands-on experience with ITSM tools such as ServiceNow (or equivalent).
• Proven troubleshooting skills across end-user computing applications identity/access and collaboration tools.
• Excellent communication and leadership skills; ability to coordinate during incidents.
• Ability to manage priority incidents communicate status and coordinate resolution across teams.
• Experience with queue management workforce scheduling and quality control.

Preferred Qualifications:

• Exposure to FAA programs or NAS systems.

• Experience supportingfederal aviation or other regulated environments.

• ITIL v4 Foundation or HDI Support Center Analyst/Lead certification.

• Experience supporting FAA DOT or other federal aviation programs.

• Familiarity with RMF NIST 800-53 and federal cybersecurity requirements for IT operations.

• Experience in 24x7 service desk environments.

• Exposure to automation self-service or service optimization initiatives.

#BNATC

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 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 to learn how were keeping people around the world safe and secure.