3 days old

Service Desk Lead

St Louis, MO 63103
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Peraton Overview

Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds 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 22,000 employees do the cant be done, solving the most daunting challenges facing our customers.

We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.

As a government contractor, Peraton abides by the following provision

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of the other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).


Minimum Education: Bachelors
Certifications: HDI
Experience Level (LCAT minimum): BS 12-15, MS 10-13. Phd 10+

Clearance: SECRET


Responsibilities: Provides Tier I services and is the single POC to address all End User Service (EUS) restoration requests. Contact channels include phone, voicemail, email, and the web. Routes issues not resolved on the initial call to the appropriate Tier II team and tracks through resolution. Performs Service Request Management (SRM) for the following: creation and validation of move, add, change (MAC) tickets; service request tickets resulting from a Service Request eForm (SReForm); fulfillment of logical requests; and tracking of each ticket through closure. Provides the Request Operations Center (ROC) for enterprise ticket management, SvD workforce management, and C2. Performs remote Desktop Management (RDM) to provide remote Tier II support for incident, MAC, and new business request tickets;

Functional Relationships: Collaborates with the NOC, SOC, Transport, and Seat Support Services in the logging, escalation, tracking, and resolution of incidents; engineering for deployment and upgrade of SvD tooling; and with CAMs to prioritize issues that have been escalated by xxxx.

Authority: Directly accountable to the Program Manager, with authority acquire and allocate resources to operate the Service Desk; take corrective action as necessary to meet or exceed SLRs; represent the Peraton Team in Service Desk meetings and working groups; and manage costs.

Organizational Complexity: supporting users from varying geographic locations, supporting virtually; transforming to strong knowledge management for rotational government workforce; have queue managers to manage tickets sent to other vendors (like MS) - we own it and drive resolution no matter what vendor is working it;

Technological Complexity: using Service Now; transformation from Remedy to Service Now; transforming tickets and status; experience migrating to a cloud based ACD ;

Operating Model Complexity: large geo dispersement; large volumes; ability to handle surge effectively;

Desired: experience and knowledge of creating service desk delivery in terms of the customer experience; automation, drive improvements; introduce new approaches such as chat; true SPOC to log and manage tickets across multiple contracts for resolution quickly and efficiently; managing ticket resolution;


  • Information Technology
Posted: 2021-06-19 Expires: 2021-07-20

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

Sponsored by:
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Service Desk Lead

St Louis, MO 63103

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