What are the responsibilities and job description for the Service Desk Supervisor position at Peraton?
Peraton is seeking an experienced and customer-focused Service Desk Supervisor to lead the Priority Service Team. The ideal candidate will have a strong background in Service Desk processes, proven supervisory experience, and a deep commitment to delivering exceptional customer service. This position is located in St. Louis, MO. The qualified applicant will become part of Peraton’s Department of Homeland Security (DHS) Infrastructure Managed Services (IMS) Program, for the US Coast Guard (CG).
Day to Day Work Responsibilities:
- Supervise and lead a team of analysts, providing guidance, mentorship, and support with a focus on customer service excellence.
- Oversee the day-to-day operations of the Priority Service Team, establishing objectives and directing staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes.
- 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.
- Coordinate shift schedules and ensure adequate coverage for 24/7 operations, prioritizing responsiveness to customer needs, with a strong emphasis on customer communication and support.
- Monitors and analyzes queue to identify trends and areas for improvement.
- Conduct routine quality audits of tickets to ensure compliance with established processes.
- Collaborate with other IT teams and business units to support IT initiatives and projects, ensuring alignment with customer service goals.
- Provide regular reports on Priority Service Team activities, incidents, and performance metrics to senior management, highlighting customer service achievements and areas for improvement.
Qualifications
Basic Qualifications:
- High School Diploma and 6 years of experience, may have lead experience
- US Citizenship required; must have an Active Secret Clearance
- ITILv4 Foundations Certification
- Proven experience supporting VIP clients or executives with high expectations for performance and strict SLA requirements
- Experience with enterprise-level IT service management systems (e.g., Remedy, ServiceNow) and handling escalations for critical incidents.
- Familiarity with desktop support and troubleshooting for Windows, mobile devices, and basic networking.
- Experience with Active Directory, Office 365, and other enterprise applications.
- Strong organizational skills for managing team schedules, workloads, and prioritizing support tasks.
- Excellent communication skills, both written and verbal, tailored to dealing with VIPs and executives.
Peraton Overview
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.
Target Salary Range
$66,000 - $106,000. This represents the typical salary range for this position based on experience and other factors.
Salary : $66,000 - $106,000
