Service Desk Supervisor – ITIL‑Driven Tech Leader

Peraton; San Antonio (TX); On-site; USD 51,000 - 82,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k)

Paid time off (PTO)

Company paid holidays

Job summary

Peraton in San Antonio, TX is seeking a Service Desk Supervisor to lead a desktop support team and ensure high-quality IT service delivery. The role focuses on staffing, performance metrics, incident resolution, and adherence to ITIL processes within a fast-paced government contracting environment.

You will coordinate with third-party support, manage escalations, and align operations with contract objectives while maintaining strong customer service and professional communication with

Qualifications

• Citizenship requirement: U.S.
• Security clearance eligibility: DoD ADP II Public Trust
• Security+ certification
• ITIL 4 Foundations certification within 90 days
• 6+ years of IM/IT leadership or supervisory experience
• Proven project management skills and ability to meet deadlines

Responsibilities

• Lead and motivate a team of Service Desk professionals to deliver excellent technical and non-technical support
• Manage the Service Desk performance to meet or exceed metrics and incentive goals
• Ensure adherence to Service Desk policies and procedures
• Coordinate with 3rd party support groups to escalate and resolve incidents
• Prepare staffing plans and holiday/time-off schedules
• Serve as final escalation point before Sr. Leader involvement
• Oversee smooth transition of new/improved services to Service Operation
• Support Desktop Incident resolutions and maintain ITIL processes

Skills

Customer service

Communications

Leadership

Project management

Tools

ServiceNow

Microsoft Office

Visio

Remedy

Job description

Peraton in San Antonio, TX is seeking a Service Desk Supervisor to lead a desktop support team and ensure high-quality IT service delivery. The role focuses on staffing, performance metrics, incident resolution, and adherence to ITIL processes within a fast-paced government contracting environment.

You will coordinate with third-party support, manage escalations, and align operations with contract objectives while maintaining strong customer service and professional communication with