Service Desk Team Lead

Peraton•Arlington, VA

2d•$104,000 - $166,000•Onsite

About The Position

Peraton is seeking an experienced Client Services Team Lead responsible for the end-to-end delivery, quality, and continuous improvement of customer service desk operations. This role handles over 256,000 annual contacts and 143,000 annual tickets across two sites on a 24x7x365 basis. The ideal candidate will own the ITSM process in ServiceNow, manage service desk supervisors, lead Continual Service Improvement (CSI) initiatives, attend the Change Advisory Board (CAB), and act as the primary liaison between the service desk and the Designated Change Lead. Additionally, the role provides dedicated support for 150 customer VIP employees.

Requirements

Minimum 10 years management experience
Minimum 8 years of service desk / help desk management experience in a large enterprise environment (100,000+ annual contacts).
Minimum 3 years in an IT outsourcing or managed-services environment.
ITIL v3 Foundation certified or HDI Manager Level certification
Expert-level proficiency in ServiceNow — incident management, request fulfillment, problem management, and reporting.
Minimum 3 years managing service desk supervisors and a team of 30+ agents.
Experience managing multi-site, 24x7x365 service desk operations.
Must be a U.S. Citizen
Must have the ability to obtain and maintain a Public Trust clearance

Nice To Haves

ITIL 4 Foundation Certification
HDI Support Center Manager (HDI-SCM)
ITIL 4 Specialist: Create, Deliver and Support (CDS)
Experience with ServiceNow ITSM advanced modules (CMDB, Problem Management, Knowledge Management).
Familiarity with workforce management (WFM) tools for service desk scheduling and demand forecasting.
Experience with VIP/executive support programs in a federal government environment.
Prior federal government service desk experience (FISMA, NIST SP 800-53).
Knowledge of Knowledge-Centered Service (KCS)
Demonstrated ability to lead, mentor, and develop high-performing technical teams in a 24x7x365 managed services environment.
Strong written and verbal communication skills; ability to brief senior government stakeholders and customer leadership.
Proven track record of managing SLA/SLO compliance and driving continuous service improvement (CSI).
Experience managing vendor/OEM relationships and escalations.
Collaborative leadership style with cross-functional coordination across multiple service towers.
Ability to manage competing priorities, resource constraints, and rapid incident response simultaneously.
Exceptional customer service orientation with demonstrated ability to manage VIP/executive support programs.
Experience managing multi-site service desk operations with geographically distributed teams.

Responsibilities

Own and manage all service desk operations across two customer sites, ensuring 24x7x365 coverage and SLA compliance.
Manage all service desk supervisors, providing leadership, performance management, scheduling oversight, and career development.
Own the ITSM process in ServiceNow, managing incident, request, problem, and knowledge management workflows, and ensuring data quality and process compliance.
Provide dedicated support for 150 customer VIP employees, ensuring priority handling, white-glove service, and proactive communication.
Lead Continual Service Improvement (CSI) initiatives by analyzing ticket trends, identifying root causes of repeat contacts, and implementing process improvements.
Attend the Change Advisory Board (CAB) to review upcoming changes for service desk impact, coordinate communication to end users, and manage change-related ticket spikes.
Serve as the primary liaison with the Designated Change Lead to coordinate change management communications and service desk readiness.
Manage demand planning by forecasting staffing requirements based on contact volume trends, seasonal patterns, and planned changes.
Oversee the training program to ensure all service desk agents are trained on customer systems, ITSM processes, and customer service standards.
Manage 15+ resolution groups, coordinating escalation procedures, SLA targets, and ticket routing with all technical teams.
Produce weekly/monthly service desk performance reports, SLA dashboards, and CSI progress updates for customer leadership.