Service Desk Supervisor

Program Overview

About The Role

Peraton has an immediate need for a Service Desk Supervisor in San Antonio, TX.

The Service Desk Supervisor is responsible for supervising day-to- service levels of Desktop Support staff to meet or exceed contract service objectives.

The primary responsibility is to ensure staff availability levels and compliance to customer service, technical support, call handling, and process and

policy/procedure adherence standards.

In addition the Desktop Technical Lead must support resolution of desktop related incidents.

What you’ll do:

• Develop, lead, and motivate a team of Service Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction.
• Ensure proper management of ACD, skill sets and Remedy queues.
• Manage the Service Desk performance to exceed performance metrics and incentive goals.
• Enforce adherence to Service Desk policies and procedures
• Promote a positive team environment and seamless communication within the Service Desk.
• Interact with various 3rd party support groups to escalate/resolve Incidents and Problems.
• Display and promote a professional sense of urgency.
• Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement.
• Ensure self and staff compliance with all ITIL and functional processes and procedures.
• Participate in metrics reviews. Seek out opportunities to continually improve service levels.
• Prepare and maintain staffing plans and holiday/time-off schedules.
• Manage contacts with customers, direct reports, peers, and independent vendors.
• Participate in Incident auditing activities.
• Ensure smooth transition of new/improved services to Svc Operation.
• Participate in the Management of Change (MoC).
• Work special projects as required. Maintain all area documentation.
• Assist with Desktop Incident Resolution
• Ability to establish a solid working relationship with customer, staff, managers and peers

Qualifications

Required Qualifications:

• Minimum 6 years experience
• Must be U.S Citizen
• Able to obtain Department of Defense security clearance (ADP II Public Trust)
• Experience with IM/IT leadership experience or equivalent supervisory experience
• Security+ Certified
• Must have (or be able to obtain within 90 days) ITIL 4 Foundations Certification
• Proven project management skills in setting priorities to meet project deadlines.
• Proven technical competency in the following areas:

• Microsoft Office Products: Word, Excel, PowerPoint and Outlook
• Microsoft Visio and Project
• ServiceNow

Desired qualifications

• Relevant technical certifications
• Strong customer service and communications skills, both oral and written
• Strong critical thinking skills that facilitate service delivery methodology innovation
• Strong knowledge of Service Desk support environments
• Strong analytical, presentation, and problem-solving skills
• Experience leading and developing personnel.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.