As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets.

Peraton is currently seeking to hire an Service Desk Manager for its' Federal Strategic Cyber group in Arlington, VA.

Location: On site in Arlington, VA.

The Service Desk Lead (SDL) is a key role, tasked with managing all service desk functions and achieving service desk goals. The SDL must have extensive experience operating a service desk. The SDL is responsible for the development, execution, and improvement of all service desk functions to include process development, use of automation, development of service desk procedures, generation of daily reports, management of open, closed, and abandoned tickets, and trend analysis. The SDL will be tasked with forming and maintaining exceptional working relationships with the customer and colleagues to ensure consistent, high-quality services delivered by the Service Desk.

Description: Manage all Service Desk functions and personnel.

• Personnel management functions include responsibility for hiring, on-boarding, training, and off-boarding staff.
• Utilize MS Teams, manage coordination and shift pass downs to ensure continuity across the team.
• Coach staff through changes within the customer’s environment.
• Engage in stakeholder relationship management activities to ensure Service Desk products are delivering impactful results, maintains open lines of communication to enhance collaborative, constructive feedback to drive results.
• Ensure production and delivery of daily, weekly, and monthly reports for leadership, including trend analysis.
• Responsible for continuous improvements and innovation as it relates to Service Desk functions.
• Drive automation and optimizing efficiency and quality of data collected, reports created, and understanding the mission impact of Service Desk functions is a core responsibility.
• Will coordinate with Federal Lead, Service Desk Agents (SDAs), and ticketing tool developers to recommend and coordinate ticket processing continuous improvements.
• Research Service Desk methodologies used by similar highly functioning organizations.
• Develop, execute, and update ticketing processes, including references used by SDAs.
• Maintain and improve upon established Service Desk goals.
• Evaluate existing and develop new metrics with Federal Lead and ticket auditor to improve ticket quality.
• Review open and resolved items for consistency across tickets and room for continuous improvement.
• Address abandoned tickets and reach out to assigned groups for possible resolution.

Required: 

• Master’s Degree
• Ten (10) years of relevant experience and Information Technology Infrastructure Library V3 or V4 foundations certification.
• A minimum of five (5) years supporting as a leader of a Service Desk experience is required. 
• Demonstrated ability to apply ITIL certifications to non-cyber–Service Desk functions.
• An Active TS/SCI security clearance and DHS Fitness required.

Peraton 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 and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.