Responsibilities
Peraton is seeking a Service Desk Lead to join our team of qualified and diverse individuals. The qualified applicant will support the United States Secret Service (USSS) Chief Information Officer (CIO) in maintaining its information technology (IT) enterprise. The candidate will be part of a team that supports the USSS’s protective and investigative missions.
Day to Day Work Responsibilities:
- Managing the Service Desk staff to provide 24×7 support to resolve or escalate Incidents and process Service Requests in accordance with Service Level Objectives.
- Performing IT Service Management (ITSM) processes to include service request management, incident management, change management, release management, problem management, knowledge management, asset management, event management, service mapping, discovery capability, service level management, service catalog management, CMDB administration, and reporting and performance analytics.
- Work in a dynamic work environment and ability to coordinate and perform multiple assignments.
Qualifications
Basic Qualifications:
- Bachelor’s degree and 10-12 years’ experience or Master’s degree and 8-10 years experience or a high school diploma/equivalent and 14 years relevant experience.
- U.S. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.
- Experience in in a lead role managing Service Desk staff.
- Experience using ServiceNow tools and modules that include ITSM, ITOM, ITBM, and SAM. Experience using ServiceNow scoped applications.
- Ability to work in a dynamic work environment and ability to coordinate and perform multiple assignments.
- Demonstrated excellent communication skills – both written and verbal.
- Demonstrated experience working independently to resolve complex issues.
- Knowledge of the USSS mission and organization.
- ITIL (Information Technology Information Library) V3 Certification required.
Preferred Qualifications:
- Knowledge of the USSS mission and organization.
Peraton Overview
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.
Target Salary Range
$104,000 – $166,000. This represents the typical salary range for this position based on experience and other factors.
EEO
An Equal Opportunity Employer including Disability/Veteran.