Service Desk Shift Lead

Peraton; Town of Texas (WI); On-site; USD 85,000 - 120,000; Full time

Job summary

Peraton seeks a Service Desk Shift Lead to join our DOS CAEIO program in Sterling, VA. You will provide frontline IT support, oversee a 2nd shift, and lead a team of Tier I analysts to ensure timely incident resolution and high customer satisfaction.

You will coordinate with CAEIO technical teams, maintain knowledge resources, and coach staff on ticket handling, SLAs, and communication within a fast-paced environment.

Qualifications

• Ability to lead daily operations within a federal civilian agency ITIL help desk/service desk in a 24/7 environment.
• Strong written and verbal communication skills.

Responsibilities

• Provide technical analysis and remote support for enterprise software, desktop computing, network connectivity, mobile devices, and related IT services.
• Coordinate with CAEIO teams and other stakeholders to resolve incidents and fulfill requests.
• Maintain accurate incident records, troubleshooting information, and knowledge articles.
• Lead, supervise, and coach a team of 10–20 Tier I analysts during the shift.
• Oversee incident intake, prioritization, and escalation with ITIL-based practices.

Skills

Leadership experience

Communication skills

Coaching sessions

Education

CompTIA A+ certification

ITIL v3 or v4 certification

Microsoft IT Support Certification or HDI SCR

Tools

ServiceNow CRM / ticket systems

Job description

Basic Qualifications:

• High School diploma with 6 years of experience, may have lead experience.
• U.S. citizenship and an active Secret Government Security Clearance.
• 2 years of experience leading daily operations within a federal civilian agency ITIL help desk/service desk in a 24/7 environment.
• 2 years of experience working with ServiceNow CRM or similar and/or ticket/incident logging systems
• Capable of conducting coaching sessions.
• Strong writing and verbal communication skills.

Desired Qualifications:

• CompTIA A+ certification
• ITIL certification v3 or v4.
• Microsoft IT Support Certification or HDI SCR
• Experience supporting the Department of State IT environment.
• Capable of creating and delivering presentations effectively to small to medium sized audiences

Peraton is seeking a Service Desk Shift Lead to join our team of qualified and diverse individuals on our Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting consular applications services globally.

The Shift Lead serves as the first point of contact for IT service events and provides frontline technical support to the internal user community. In addition to performing Tier I analyst duties, the Shift Lead provides real-time leadership, oversight, and coaching for an assigned shift, ensuring exceptional customer service, adherence to SLAs/SLOs, and efficient incident management within a fast-paced Service Desk environment.

Core Work Schedule: Second shift: 3:00 PM ET - 11:30 PM EST, Monday - Friday

Work Location: 44873 Falcon Place, Suite 150, Sterling, Virginia 20166

The Shift Lead will work their assigned shift in Sterling at least four days per week. With manager approval, the employee may work remotely on the fifth scheduled workday. Onsite requirements are subject to change based on government and program requirements, including surge support and other operational needs.

Day to Day Roles and Responsibilities:

Service Desk Operations & Technical Support

• Provide technical analysis and remote support for enterprise software, desktop computing, network connectivity, mobile devices, and related IT services through telephone, email, chat, and enterprise service management platforms.
• Coordinate with Service Desk colleagues, CAEIO technical teams, and other stakeholders to facilitate incident resolution, service restoration, and fulfillment of customer requests.
• Provide operational status updates, data requests, and other deliverables to the CAEIO government customer.
• Create and maintain accurate technical documentation, incident records, troubleshooting information, and knowledge articles supporting Service Desk operations.
• Contribute to the development and improvement of Knowledge Base content by documenting effective troubleshooting techniques, solutions, workarounds, and lessons learned.
• Demonstrate strong knowledge of Service Desk roles, responsibilities, and Incident Management processes.

Shift Leadership & People Supervision

• Lead, supervise, and support a team of 10–20 Tier I analysts during assigned shifts.
• Monitor phone system, Agent Chat, and interaction processing activity to ensure analysts are logged in, available, and in the correct status throughout the shift.
• Provide real-time coaching, feedback, and guidance on ticket handling and customer engagement.
• Monitor mailboxes for CAEIO government customer requests.
• Disseminate policy updates, SOP changes, and procedural guidance to shift personnel.

Incident Management & Escalation

• Oversee incident intake and ensure proper documentation, prioritization, and routing.
• Monitor ServiceNow dashboards to support Total Ticket Ownership, prevent aging tickets, and ensure timely customer communication.
• Apply ITIL-based Incident Management and Request Fulfillment practices to assigned work while ensuring compliance with applicable government policies, procedures, security requirements, SLAs, and SLOs.
• Identify opportunities to improve processes, procedures, knowledge resources, and customer support practices and provide recommendations to Service Desk leadership.

Operational Oversight & Shift Continuity

• Support Service Desk Manager with daily operational oversight, including real-time ticket review and quality assurance.
• Conduct shift turnover activities, including attending turnover meetings, conducting daily team huddles, briefing the next Shift Lead on high-visibility tickets, and delivering scheduled reports.
• Demonstrate flexibility and initiative by taking on additional responsibilities as needed to support Service Desk operations.