IT Service Center Manager
CAtegory:
Clearance:
Location:
Telecommute:
About Peraton
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees solve the most daunting challenges that our customers face. Visit peraton.com to learn how we’re keeping people around the world safe and secure.
Program Overview
About The Role
Peraton is seeking an on-site Service Center Lead in Oak Ridge, TN, to manage Tier I Service Desk and Tier II Deskside Support teams in support of the DOE Office of Science on the CBOSS 2.0 contract. Responsibilities include:
- Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
- Ensure maximum issue resolution in minimum time to meet Service Level Agreements.
- Establish objectives and direct staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes.
- Assist users with computer hardware and/or software applications (e.g., website access, email setup, troubleshooting, etc.).
- Demonstrate in-depth applications knowledge of company's products, services and/or systems.
- Ensure incidents and service requests are resolved in accordance with their assigned criticality and in alignment with defined service level agreements (SLAs).
- Ensure incident documentation includes all user communication, resolution documentation, escalation notes, and follow-up.
- The Contractor shall support SC users who are working on-site or remotely and assist with common virtual private network (VPN) and virtual desktop infrastructure (VDI) troubleshooting and proficient in using secure remote access tools.
- Contribute to and maintain a knowledge base for common issues and solutions to promote user self-service and reduce call volume.
- Use trend and root cause analysis to identify opportunities for incident reduction and service improvement.
- Generate operation metrics and reports to support performance monitoring and continuous improvement, to include incident trends, recurring issues, service request volumes, and customer satisfaction data.
Qualifications
- 10 years of experience, must have supervisory or lead experience
- Expert knowledge in computer hardware, software, networking concepts, and troubleshooting methodologies
- CompTIA A+, ITIL V4 Foundations, or other relevant certifications strongly preferred
SCA / Union / Intern Rate or Range
Details
EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
