Service Desk Shift Lead
About The Position
Peraton is seeking a Service Desk Shift Lead (“Shift Lead”) to join our team of qualified and diverse individuals on our Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting consular applications services globally. The Shift Lead serves as the first point of contact for IT service events and provides frontline technical support to the internal user community. In addition to performing Tier I analyst duties, the Shift Lead provides real-time leadership, oversight, and coaching for an assigned shift, ensuring exceptional customer service, adherence to SLAs/SLOs, and efficient incident management within a fast-paced Service Desk environment.
Requirements
- U.S. citizenship and an active SECRET Government Security Clearance.
- At least two years of experience leading daily operations within a federal civilian agency, ITIL, 24/7 help desk/service desk environment.
- ITIL certification v3 or v4.
- Capable of conducting coaching sessions.
- Strong writing and verbal communication skills.
- At least two years of experience working with ServiceNow CRM or similar and/or ticket/incident logging systems.
- 6 years of experience, may have lead experience.
Nice To Haves
- CompTIA A+ certification.
- Microsoft IT Support Certification or HDI SCR.
- Experience supporting the Department of State IT environment.
- Capable of creating and delivering presentations effectively to small to medium sized audiences.
Responsibilities
- Provide Tier I remote support for proprietary applications, desktop, network, and mobile device issues via phone, email, chat, and ticket queue.
- Handle customer requests such as password resets and access issues, and make outbound service calls for follow-ups, status updates, and information gathering.
- Resolve incidents using Knowledgebase articles and contribute new documentation for emerging solutions.
- Demonstrate strong knowledge of Service Desk roles, responsibilities, and Incident Management processes.
- Lead, supervise, and support a team of 10–20 Tier I analysts during assigned shifts.
- Monitor phone system activity to ensure analysts are logged in, available, and in the correct status throughout the shift.
- Provide real-time coaching, feedback, and guidance on ticket handling and customer engagement.
- Disseminate policy updates, SOP changes, and procedural guidance to shift personnel.
- Oversee incident intake and ensure proper documentation, prioritization, and routing.
- Monitor ServiceNow dashboards to support Total Ticket Ownership, prevent aging tickets, and ensure timely customer communication.
- Ensure compliance with government policies, procedures, and escalation timelines to meet SLAs/SLOs.
- Coordinate and communicate critical issues with Senior Service Desk Leadership, managers, and government stakeholders, escalating to Tier II and III teams as appropriate.
- Support Service Desk Managers with daily operational oversight, including real-time ticket review and quality assurance.
- Conduct shift turnover activities, including attending turnover meetings, briefing the next Shift Lead on high-visibility tickets, and delivering scheduled reports.
- Demonstrate flexibility and initiative by taking on additional responsibilities as needed to support Service Desk operations.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
