Supervisor, Technical Support
About The Position
Peraton is hiring a Service Desk Supervisor in San Antonio, Texas. The role supervises the day-to-day service levels of Desktop Support staff to meet or exceed contract service objectives. The supervisor ensures staff availability and compliance with customer service, technical support, call-handling, and process and policy/procedure standards. The position also supports resolution of desktop-related incidents. The supervisor leads and develops Service Desk professionals, manages service desk performance and operational queues, and acts as a final escalation point before senior leader involvement. The role works with customers, internal teams, independent vendors, and third-party support groups to resolve incidents and problems. It also contributes to service improvements, operational transitions, change management, audits, staffing plans, and documentation.
Requirements
- Minimum of 6 years of experience.
- Must be a U.S. citizen.
- Must be able to obtain a Department of Defense security clearance (ADP II Public Trust).
- Experience in IM/IT leadership or equivalent supervisory experience.
- Security+ certification.
- Must have or be able to obtain ITIL 4 Foundations certification within 90 days.
- Proven project management skills, including setting priorities to meet project deadlines.
- Technical competency with Microsoft Word, Excel, PowerPoint, and Outlook.
- Technical competency with Microsoft Visio and Project.
- Technical competency with ServiceNow.
Nice To Haves
- Relevant technical certifications.
- Strong oral and written customer service and communication skills.
- Strong critical thinking skills that facilitate innovation in service delivery methodology.
- Strong knowledge of Service Desk support environments.
- Strong analytical, presentation, and problem-solving skills.
- Experience leading and developing personnel.
Responsibilities
- Develop, lead, and motivate a team of Service Desk professionals to deliver technical and non-technical support and excellent customer service.
- Manage ACD, skill sets, and Remedy queues.
- Manage Service Desk performance to exceed performance metrics and incentive goals.
- Enforce adherence to Service Desk policies and procedures.
- Promote a positive team environment and clear communication within the Service Desk.
- Interact with third-party support groups to escalate and resolve incidents and problems.
- Promote a professional sense of urgency.
- Assist with customer inquiries and serve as the final escalation point before senior leader involvement.
- Ensure self and staff comply with ITIL and functional processes and procedures.
- Participate in metrics reviews and identify opportunities to improve service levels.
- Prepare and maintain staffing plans and holiday and time-off schedules.
- Manage contacts with customers, direct reports, peers, and independent vendors.
- Participate in incident auditing activities.
- Ensure smooth transition of new or improved services to Service Operations.
- Participate in Management of Change (MoC).
- Work on special projects and maintain area documentation.
- Assist with desktop incident resolution.
Benefits
- Medical benefits.
- Dental insurance.
- Vision insurance.
- Life insurance.
- Health savings account.
- Short- and long-term disability.
- Employee assistance program (EAP).
- Parental leave.
- 401(k).
- Paid time off (PTO) for vacation.
- Company-paid holidays.
- Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
