Service Desk Shift Lead

Peraton•Sterling, VA

3d•$66,000 - $106,000•Hybrid

About The Position

Peraton is seeking a Service Desk Shift Lead to join their team on the Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. This program focuses on IT Operations and Maintenance to modernize networks, applications, and databases supporting consular services globally. The Shift Lead will be the primary point of contact for IT service events and provide frontline technical support. In addition to Tier I analyst duties, the Shift Lead will offer leadership, oversight, and coaching to their assigned shift, ensuring high customer service standards, adherence to SLAs/SLOs, and efficient incident management in a fast-paced Service Desk environment.

Requirements

High School diploma with 6 years of experience, may have lead experience.
U.S. citizenship and an active Secret Government Security Clearance.
2 years of experience leading daily operations within a federal civilian agency ITIL help desk/service desk in a 24/7 environment.
2 years of experience working with ServiceNow CRM or similar and/or ticket/incident logging systems
Capable of conducting coaching sessions.
Strong writing and verbal communication skills.

Nice To Haves

CompTIA A+ certification
ITIL certification v3 or v4.
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 technical analysis and remote support for enterprise software, desktop computing, network connectivity, mobile devices, and related IT services through telephone, email, chat, and enterprise service management platforms.
Coordinate with Service Desk colleagues, CAEIO technical teams, and other stakeholders to facilitate incident resolution, service restoration, and fulfillment of customer requests.
Provide operational status updates, data requests, and other deliverables to the CAEIO government customer.
Create and maintain accurate technical documentation, incident records, troubleshooting information, and knowledge articles supporting Service Desk operations.
Contribute to the development and improvement of Knowledge Base content by documenting effective troubleshooting techniques, solutions, workarounds, and lessons learned.
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, Agent Chat, and interaction processing 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.
Monitor mailboxes for CAEIO government customer requests.
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.
Apply ITIL-based Incident Management and Request Fulfillment practices to assigned work while ensuring compliance with applicable government policies, procedures, security requirements, SLAs, and SLOs.
Identify opportunities to improve processes, procedures, knowledge resources, and customer support practices and provide recommendations to Service Desk leadership.
Support Service Desk Manager with daily operational oversight, including real-time ticket review and quality assurance.
Conduct shift turnover activities, including attending turnover meetings, conducting daily team huddles, 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.