Peraton · 2 days ago
Service Desk Shift Lead
Sterling, VA
Full-time
Hybrid
Mid, Senior Level
$80K/yr - $128K/yr
6+ years expPeraton is a next-generation national security company that provides mission capability integration and transformative enterprise IT solutions. They are seeking a Service Desk Shift Lead to oversee a team of Tier I analysts, ensuring exceptional customer service and efficient incident management in a fast-paced environment.
Information TechnologyRobotics
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
Required
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
Preferred
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
Benefits
Medical
Dental
Vision
Life
Health savings account
Short/long term disability
EAP
Parental leave
401(k)
Paid time off (PTO) for vacation
Company paid holidays
Company
Peraton
Peraton Fearlessly solving the toughest national security challenges.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Thomas Terjesen
Chief Information Officer
Recent News
Washington Technology
2026-01-22
2025-09-25
Company data provided by crunchbase