Supervisor, Technical Support
About The Position
Peraton is seeking a Service Desk Supervisor in San Antonio, Texas, to supervise the day-to-day service levels of Desktop Support staff and help meet or exceed contract service objectives. The role ensures staff availability and adherence to customer service, technical support, call-handling, and process and policy standards. It also supports resolution of desktop-related incidents. The supervisor leads and develops Service Desk professionals, manages queues and performance, serves as an escalation point, coordinates with customers and support groups, and contributes to service improvement, incident auditing, change management, and operational transitions. The position is onsite and full-time.
Requirements
- At least 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 Foundation certification within 90 days.
- Proven project management skills, including setting priorities to meet project deadlines.
- Technical competency with Microsoft Word, Excel, PowerPoint, Outlook, Visio, Project, and ServiceNow.
Nice To Haves
- Relevant technical certifications.
- Strong customer service and oral and written communication skills.
- Strong critical-thinking skills to support innovation in service delivery methods.
- 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 provide technical and non-technical support and strong customer service.
- Ensure appropriate management of 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 and applicable ITIL and functional processes.
- Promote a positive team environment and effective communication within the Service Desk.
- Coordinate with third-party support groups to escalate and resolve incidents and problems.
- Maintain a professional sense of urgency and assist with customer inquiries.
- Serve as the final escalation point before senior leadership involvement.
- 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.
- Support smooth transitions of new or improved services to Service Operations.
- Participate in Management of Change activities.
- Work on special projects as required and maintain area documentation.
- Assist with desktop incident resolution.
- Establish and maintain solid working relationships with customers, staff, managers, and peers.
Benefits
- Medical insurance
- 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 for vacation
- Company-paid holidays
- Employees may be eligible for overtime, shift differential, and a discretionary bonus, depending on the position.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
