Service Desk Supervisor

Peraton is seeking a skilled, capable, and driven Service Desk Supervisor who is passionate about delivering high quality IT support in our role supporting the City of Irvine. The Service Desk Supervisor is a critical role in setting the highest standards for customer service and creating an exciting environment for all Service Desk team members to demonstrate a consistently positive, helpful, and collaborative attitude to address end-user needs in a timely manner. The ideal candidate should be committed to delivering top-notch customer service. Through open communication, the Service Desk supervisor will seek continuous improvement by using customer feedback and industry best-practices to develop and learn enhanced technical and customer service skills. The Service Desk Supervisor to lead a team of 13-15 end-user (hardware) and customer service agents providing 24/7 on-site and remote site support for a customer base of about 1800 users.

Location: Onsite in Irvine, CA. Candidates must be local to be considered.

Schedule: Monday through Friday, 7:00 AM to 4:00 PM.

Day to Day Roles and Responsibilities:

Manages the team that provides technical assistance to computer system and network users or other technical products and services.
• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
• Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution time-frames.
• Coordinates customer service activities with other internal functions (such as Systems Administrators, Network Engineers, Cybersecurity, Applications Developers and Project Managers/Leaders.)
• Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
• As a point of escalation, assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution.
• Knowledge of customer's applications, services and/or systems.
• Work closely with customers (end users) and City management to fully understand and document requirements.
• Ensure effective management of all incidents and service requests through telephone, email, and appointment-based services.

Basic Qualifications:

• High School diploma and 6 years of IT experience.
• U.S. citizenship or Green Card holder is required. Candidates must be able to successfully pass a City of Irvine Live Scan background check and complete and pass a polygraph examination.

• Direct supervisory or management experience leading a service desk or IT support team

• Experience managing staffing, scheduling, and coverage models in a 24 by 7 support environment

• Proven experience managing day to day service desk operations in a high volume environment, including ticket queues, escalations, and end user support

• Experience with ITSM ticketing systems, including workflow management and the ability to generate and analyze management reports to monitor performance metrics and identify trends

• Strong knowledge of IT support technologies including Microsoft Windows, Microsoft 365, Office Suite, remote access tools, troubleshooting, and root cause analysis

• Knowledge and understanding of IT service management best practices including ITIL, ITSM, and ISO 20000 frameworks

• Ability to develop effective working relationships and collaborate across IT functions including systems administration, networking, cybersecurity, application development, hardware and software vendors, IT liaisons, stakeholders, and VIP users

• Ability to coach and mentor a team to drive performance, foster accountability, and support continuous service improvement and customer satisfaction

Preferred Qualifications:

• Proficient in Systems Administration and/or Networking skills.
• Expertise in providing user and application support for Public Safety.
• Possess ITIL4 Foundation Certification (or higher).
• Hands-on experience with ServiceNow.

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 do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.