Service Desk Shift Lead — ITIL & Incident Leader

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

Job summary

Peraton is seeking a Service Desk Shift Lead to join our CAEIO program supporting the DOS. The Shift Lead provides frontline technical support, leads a 10–20 member Tier I team, and ensures incident management aligns with SLAs/SLOs.

Based in Sterling, VA, the role offers second shift hours (3:00 PM–11:30 PM ET) with potential remote work one day per week, subject to approval and government requirements. U.S. citizenship and clearance are required.

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.

Responsibilities

• Provide frontline IT service support for enterprise software and devices.
• Coordinate incident resolution with CAEIO teams and stakeholders.
• Deliver operational status updates and data requests to the customer.
• Create and maintain technical documentation and knowledge articles.
• Lead and coach a team of 10–20 Tier I analysts.
• Monitor queue and ensure analysts are logged in and in correct status.
• Oversee incident intake and routing.
• Ensure SLA/SLO compliance and service quality.

Skills

Leadership

Coaching

ServiceNow

Communication

Education

High School diploma

Tools

ServiceNow CRM

Job description

Peraton is seeking a Service Desk Shift Lead to join our CAEIO program supporting the DOS. The Shift Lead provides frontline technical support, leads a 10–20 member Tier I team, and ensures incident management aligns with SLAs/SLOs.

Based in Sterling, VA, the role offers second shift hours (3:00 PM–11:30 PM ET) with potential remote work one day per week, subject to approval and government requirements. U.S. citizenship and clearance are required.