The Service Delivery Lead shall establish, refine, and oversee IT service delivery to internal and external customers. The Lead provides management oversight for the development, deployment, monitoring, maintenance, upgrade for Helpdesk support of all cloud and on-premises IT infrastructure systems, including telecommunications, servers, storage, network, operating systems, hardware, software, and peripherals. Leads the team to provide technical assistance to computer system and network users or other technical products and services. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Ensures maximum issue resolution in minimum time to meet Service Level Agreements. Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes. Drives product supportability. Coordinates customer service activities with other internal functions. Designs and maintains customer databases. Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution. The Lead shall ensure that policies and processes are in place to deliver consistent, efficient, and effective services. The Lead shall engage customers, evaluate their feedback, and develop quality improvement processes.
**This position is contingent upon award**
Qualifications
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.
$135,000 - $216,000. This represents the typical salary range for this position based on experience and other factors.
EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
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