Service Desk Team Lead

Peraton is seeking an experienced Client Services Team Leadthat will be responsible forthe end-to-end delivery quality and continuous improvement of the customers service desk operations handling 256000 annual contacts and 143000 annual tickets across two sites on a 24x7x365 basis. The ideal candidate owns the ITSM process in ServiceNow manages all service desk supervisors leads Continual Service Improvement (CSI) initiatives attends the Change Advisory Board (CAB) and serves as the primary liaison between the service desk and the Designated Change Lead. The role also provides dedicated support for 150 customer VIP employees.

Day to Day Roles and Responsibilities:

• Own and manage all service desk operations across two customer sites (ensuring 24x7x365 coverage and SLA compliance.
• Manage allservice desk supervisors provide leadership performance management scheduling oversight and career development.
• Own theITSM process in ServiceNow manage incident request problem and knowledge management workflows; ensure data quality and process compliance.
• Provide dedicated support for 150 customer VIP employees ensure priority handling white-glove service and proactive communication.
• LeadContinual Service Improvement (CSI) initiatives analyze ticket trendsidentifyroot causes of repeat contacts and implement process improvements.
• Attend theChange Advisory Board (CAB)reviewupcoming changes for service desk impactcoordinatecommunication to end users andmanagechange-related ticket spikes.
• Serve as the primary liaison with theDesignated Change Lead coordinate change management communications andservicedesk readiness.
• Managedemand planning forecast staffing requirements based on contact volume trends seasonal patterns and planned changes.
• Oversee the training program ensure all service desk agents are trained on the customer systems ITSM processes and customer service standards.
• Manage15 resolution groups coordinate escalation procedures SLA targets and ticket routing with all technical teams.
• Produce weekly/monthly service desk performance reports SLA dashboards and CSI progress updates for customer leadership.

Work Location: Must be on-site at the Customers Primary Data Center in Northern Virginia

Basic Qualifications:

• Minimum 10 years management experience
• Minimum 8 years of service desk / help desk management experience in a large enterprise environment (100000 annual contacts).
• Minimum 3 years in an IT outsourcing or managed-services environment.
• ITIL: ITIL v3 Foundation certified or HDI Manager Level certification
• ITSM: Expert-levelproficiencyinServiceNow incident management request fulfillment problem management and reporting.
• Leadership: Minimum 3 years managing service desk supervisors and a team of 30 agents.
• Experience managing multi-site 24x7x365 service desk operations.
• Must be a U.S. Citizen; must have the ability to obtain and maintain a Public Trust clearance

Preferred Qualifications:

• ITIL 4 Foundattion Certification
• HDI Support Center Manager (HDI-SCM)
• ITIL 4 Specialist: Create Deliver and Support (CDS)directly applicable to service desk operations.Experience withServiceNow ITSMadvanced modules (CMDB Problem Management Knowledge Management).
• Familiarity withworkforce management (WFM)tools for service desk scheduling and demand forecasting.
• Experience withVIP/executive support programsin a federal government environment.
• Prior federal government service desk experience (FISMA NIST SP 800-53).
• Knowledge ofKnowledge-Centered Service (KCS)
• Demonstrated ability to lead mentor and develop high-performing technical teams in a 24x7x365managedservicesenvironment.
• Strong written and verbal communication skills; ability to brief senior government stakeholders and customer leadership.
• Proventrack recordof managing SLA/SLO compliance and driving continuous service improvement (CSI).
• Experience managing vendor/OEM relationships and escalations.
• Collaborative leadership style with cross-functional coordination across multiple service towers.
• Ability to manage competing priorities resource constraints and rapid incident response simultaneously.
• Exceptional customer service orientation withdemonstratedability to manage VIP/executive support programs.
• Experience managing multi-site service desk operations with geographically distributed teams.

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.