What are the responsibilities and job description for the Enterprise Service Desk Manager - Security Clearance Required position at Peraton?
Responsibilities
Peraton is hiring a motivated and experienced Enterprise Service Desk Manager to lead a multi-location 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 calm-under pressure.
What you'll do :
- Manages team providing Tier 2-3 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, knowledge-centered 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
Qualifications
10 years of experience, may have supervisory or lead experience
What you'll need :
Certifications :
Desired experience :
Peraton Overview
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.
Target Salary Range
80,000 - $128,000. 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.
Salary : $80,000 - $128,000
