Service Desk Shift Lead

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.

Responsibilities

Service Desk Operations & Technical Support

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.

Shift Leadership & People Supervision

• 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.

Incident Management & Escalation

• 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.

Operational Oversight & Shift Continuity

• 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.

Core Work Schedule: Third shift: 11:00 PM ET -7:30 AM EST, Monday - Friday

Work Location: 44873 Falcon Place, Suite 150, Sterling, Virginia 20166

This position is hybrid after the individual completes a 12-week New Hire Training Program, which is held Monday through Friday from 7:00 AM to 3:30 PM in Sterling, VA. After completing the training program, the individual will work their assigned shift in Sterling four days per week, with the exception of weekends and holidays being remote. With manager approval, the individual can work remotely the other day(s). The number of days the individual works onsite is subject to change based on government/program requirements (for example, surge support might require the individual to be in the office five days per week).

Basic Qualifications

• 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.

Desired Qualifications

• 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.

Education and Experience Requirements: 6 years of experience, may have lead experience.

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.