Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our 22,000 employees do the cant be done, solving the most daunting challenges facing our customers.
Responsibilities
The Application Support Supervisor, reporting to the Service Desk Manager is responsible for supervising day-to- service levels of Application Support staff to meet or exceed contract service objectives. The primary responsibility is to ensure staff availability levels and compliance to customer service, technical support, call handling, and process and policy/procedure adherence standards. The Application Support Supervisor works with Process Management Leads to ensure that established processes are used as intended and communicate to Continual Service Improvement areas that need evaluation for improvement. The Application Support Supervisor serves as a key source of knowledge in various areas of expertise.
Responsibilities:
Develop, lead, and motivate a team of Service Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction.
Ensure proper management of ACD, skill sets and Remedy queues.
Manage the Service Desk performance to exceed performance metrics and incentive goals.
Enforce adherence to Service Desk policies and procedures
Promote a positive team environment and seamless communication within the Service Desk.
Interact with various 3rd party support groups to escalate/resolve Incidents and Problems.
Display and promote a professional sense of urgency.
Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement.
Ensure self and staff compliance with all ITIL and functional processes and procedures.
Participate in metrics reviews. Seek out opportunities to continually improve service levels.
Prepare and maintain staffing plans and holiday/time-off schedules.
Manage contacts with customers, direct reports, peers, and independent vendors.
Participate in Incident auditing activities.
Ensure smooth transition of new/improved services to Svc Operation.
Coordinate with Training personnel to identify new/remedial App Support training needs.
Participate in the Management of Change (MoC).
Work special projects as required. Maintain all area documentation.
Qualifications
Skills:
Strong customer service and communications skills, both oral and written
Strong critical thinking skills that facilitate service delivery methodology innovation
Proven project management skills in setting priorities to meet project deadlines
Strong knowledge of Service Desk support environments
Strong analytical, presentation, and problem-solving skills
Ability to establish a solid working relationship with customer, staff, managers and peers
Proven technical competency in the following areas:
Microsoft Office Products: Word, Excel, PowerPoint and Outlook
Microsoft Visio and Project
ServiceNow
Requirements:
Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
8+ years of proven IM/IT experience
1+ years of proven leadership experience
AA/AS Degree in Computer Science, MIS, or related field/equivalent experience
Relevant technical certifications
ITIL 4 Foundations Certification (suggested)
For Colorado Residents Colorado Salary Minimum: $59,820.80 Colorado Salary Maximum:$127,878.40
The estimate displayed represents the typical salary range for this position, and is just one component of Peraton's total compensation package for employees. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Peraton provides a variety of benefits to employees.
