Service Desk / Watch Team Lead

Peraton•Norfolk, VA

1d•Onsite

About The Position

Peraton is seeking a Service Desk/Watch Team Lead to supervise the daily activities of a team of IT Watch Standers supporting a US Navy enterprise environment in Norfolk, VA. This is a great opportunity for cleared individuals to gain valuable IT supervisory experience while leading a team responsible for monitoring, troubleshooting, and escalating enterprise IT issues. The position includes personnel management, outage response, incident escalation, and operational oversight within a large enterprise environment.

Requirements

6 years of relevant experience, may have lead experience
Active DoD Secret Clearance with the ability to obtain a TS
Must be able to obtain a Comptia Security+ (or other approved) certification per DOD 8570 policy compliance within 120 days after employment if you do not currently hold this certification
Reliable transportation during inclement weather
Excellent communication and customer service skills
Able to obtain a Top Secret Clearance (or an in scope T5 investigation)
Self-starter that can both work in and lead a team of IT Watch Standers

Nice To Haves

Experience leading or mentoring personnel in a service desk, watch floor, or other IT operations environment
Experience troubleshooting system, network, application, and VDI-related issues.
Experience supporting outage management, incident response, and service restoration activities.
Strong analytical, communication, and problem-solving skills with experience creating reports and operational documentation.
Experience working in a fast-paced enterprise environment with responsibility for coordination support efforts, escalating issues, and driving operational outcomes.

Responsibilities

Supervise the daily activities of a team of IT Watch Standers supporting a 24/7 enterprise environment.
Ensure daily tasks, reports, shift turnover requirements, floor checks, and other operational activities are completed accurately and on time.
Manage team schedules and staffing coverage to maintain continuous operational support.
Train, mentor, and onboard team members on operational procedures, technical processes, and best practices.
Develop and maintain SOPs, technical documentation, and process guides to support standardized operations.
Ensure incidents service requests, and operational issues are properly documented, tracked, escalated, and routed to the appropriate support teams.
Serve as the first point of escalation for system outages, service disruptions, building issues, and other high-priority incidents.
Provide technical guidance and operational support for system, network, application and virtual desktop infrastructure (VDI) issues.
Coordinate with support teams to facilitate incident response and service restoration efforts.
Assist with troubleshooting complex technical issues and support root cause analysis efforts during service interruptions.
Monitor team performance and provide guidance to ensure operational standards and customer service expectations are met.
Partner with program management to identify process improvements, address operational challenges, and implement operational solutions.
Provide operational leadership and support during staffing shortages, emergency situations, and surge requirements.
Create, update, escalate, track incidents, service requests, and triage IT tickets using IssueTrak.
Monitor system, network, application, and service health to identify and respond to operational issues.
Troubleshoot system, application, network, and VDI-related issues and coordinate escalation as necessary.
Respond to system outages, service disruptions, and critical incidents in accordance with establish procedures.
Coordinate outage, notifications, maintenance notices, and status updates to customers and stakeholders.
Complete shift turnover and maintain accurate operational documentation.
Conduct visual and physical inspections of controlled spaces and IT equipment.
Conduct inspections of lighting systems, fire suppression systems, HVAC units, power distribution units for any hazards such as water leaks and building damage within supported facilities.
Check and document meters and monitor devices for environmental and status readings.
Provide escort support to within controlled spaces.