Service Desk Shift Lead (2nd Shift) – Incident & Team Leadership

Peraton; Sterling (VA); Hybrid; USD 66,000 - 106,000; Full time

Job summary

Peraton is seeking a Service Desk Shift Lead to join our CAEIO program that supports the Department of State. The Shift Lead serves as the first contact for IT service events, providing Tier I support and real-time leadership on an assigned shift.

The role includes coaching a team of 10–20 analysts, managing incidents, and ensuring SLA/SLO adherence in a fast-paced environment. Onsite in Sterling, with potential remote work day pending manager approval.

Qualifications

• U.S. citizenship and an active Secret Government Security Clearance.
• 6 years of experience with leadership in daily operations; lead role preferred.
• 2 years leading daily operations within a federal civilian ITIL help desk in a 24/7 environment.
• 2 years of experience working with ServiceNow CRM or similar ticket/incident logging systems.
• Capable of conducting coaching sessions and delivering clear written and verbal communication.
• Desirable certifications: CompTIA A+, ITIL v3/v4, Microsoft IT Support Certification or HDI SCR.

Responsibilities

• Provide technical analysis and remote support for enterprise software, desktop computing, network connectivity, mobile devices, and related IT services via multiple channels.
• Coordinate with Service Desk colleagues and CAEIO teams to resolve incidents and fulfill customer requests.
• Provide operational status updates and deliverables to CAEIO government customer.
• Create and maintain accurate incident records, troubleshooting information, and knowledge articles.
• Contribute to knowledge base content with effective troubleshooting techniques and lessons learned.
• Lead, supervise, and coach a team of 10–20 Tier I analysts during shifts.

Skills

Team leadership

ITIL knowledge

ServiceNow

Customer service

Technical support

Education

High School diploma

Tools

ServiceNow

Ticketing systems

Job description

Peraton is seeking a Service Desk Shift Lead to join our CAEIO program that supports the Department of State. The Shift Lead serves as the first contact for IT service events, providing Tier I support and real-time leadership on an assigned shift.

The role includes coaching a team of 10–20 analysts, managing incidents, and ensuring SLA/SLO adherence in a fast-paced environment. Onsite in Sterling, with potential remote work day pending manager approval.