Service Desk Lead Specialist

Peraton•Irvine, CA

3d•Onsite

About The Position

Peraton is seeking a skilled and motivated Service Desk Lead Specialist to provide technical leadership and operational support within a high performing service desk environment. This role is responsible for ensuring exceptional customer service delivery, guiding service desk analysts through complex issues, and promoting a collaborative, solutions focused team culture. The Service Desk Lead Specialist will serve as a senior point of contact for escalations, support daily operations, and drive adherence to service standards and best practices. This individual will work closely with the team and stakeholders to ensure efficient service delivery while contributing to continuous improvement initiatives. This position supports a service desk team providing 24/7 support to approximately 1,800 end users across onsite and remote environments. The ideal candidate is highly technical, customer focused, and experienced in service desk operations within a fast paced IT environment.

Requirements

High School diploma and a minimum of 5 years of IT experience
U.S. citizenship or Green Card holder is required. Candidates must be able to successfully pass a City of Irvine Live Scan background check and complete and pass a polygraph examination.
Experience in a senior or lead level role within a service desk or IT support environment
Hands on experience with ITSM ticketing systems, workflows, and reporting
Strong technical background supporting Microsoft Windows, Microsoft 365, Office applications, remote access tools, and general troubleshooting
Proficiency supporting Microsoft technologies including Active Directory, Azure AD, Intune, and Microsoft 365 applications
Strong front line troubleshooting skills with basic to intermediate knowledge of networking concepts including TCP/IP, VPN, DNS, and DHCP
Hands on experience installing, configuring, adapting, and enhancing technical products, software, and systems in an enterprise environment
Experience supporting common enterprise hardware and software technologies, including conferencing platforms such as Zoom and Microsoft Teams
Working knowledge of ITIL and IT service management best practices
Ability to work efficiently under pressure, manage multiple priorities, and meet deadlines in a fast paced operational environment
Strong communication skills with the ability to guide and support team members and interact effectively with end users and stakeholders
Proven ability to deliver high touch, white glove support to end users, including executives and VIP stakeholders

Nice To Haves

ITIL 4 Foundation certification or higher
Experience supporting public sector or government environments
Understanding of systems administration and networking concepts
Experience with ServiceNow or similar ITSM platforms

Responsibilities

Provide technical leadership and guidance to service desk analysts during daily operations
Support intake, documentation, prioritization, and resolution of incidents and service requests following established workflows
Act as the primary escalation point for complex technical issues involving hardware, software, email, access, and network related problems
Monitor ticket queues and Service Level Agreements to ensure timely resolution and high quality service delivery
Assist in onboarding and training new team members, sharing knowledge and best practices
Collaborate with system administrators, network engineers, cybersecurity teams, and other IT stakeholders to resolve issues efficiently
Contribute to the development and refinement of service desk processes, procedures, and knowledge base content
Utilize ITSM tools and reporting to identify trends, recurring issues, and opportunities for improvement
Support continuous improvement efforts focused on enhancing customer experience and reducing resolution times
Maintain strong relationships with end users and stakeholders to ensure alignment with service expectations
Ensure effective handling of all support channels including phone, email, and ticketing systems