Service Desk Shift Lead - 2nd Shift, Lead & Incident Expert

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

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.