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Service Desk Lead with Security Clearance job in St. Louis at Peraton

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Service Desk Lead with Security Clearance at Peraton

Service Desk Lead with Security Clearance

Peraton St. Louis, MO (On Site) Full-Time
Responsibilities Responsibilities of the individual holding the position: Leads the integrated service desk and evaluates overall service desk activities against performance objectives. Ensures customer service response is timely, accurate, and congruent with required service levels. Provides integrated service desk services and is the single POC to address all end user service requests. Manages omni-channels including phone, voicemail, email, and the web. Leads the routing of issues not resolved on the initial call to the appropriate Tier 2 team and tracks through resolution. Maintains Tier 0 / Self Help articles to reduce the need to call the service desk. Leads service desk teams to deliver in terms of the customer experience with focus on automation, driving improvements and introducing new approaches such as chat and callback. Qualifications Minimum Education Requirements: * BS 10-12, MS 8-10, Phd 5-7
* Degree in business administration, business management, information systems, information technology, engineering, or equivalent experience can be considered in lieu of a degree.Minimum Certification Requirements-Currently hold one or more of the following; ability to obtain all: * DOD 8570.01M IAM Level I certification
* ITIL v3 and/or ITIL 4 Foundation to align with the latest version of DESMF
* Certified TBM Executive (CTBME)Minimum Experience Level Requirements: * 5 years of experience managing IT service desks of similar scope and complexity
* Demonstrated experience with ticketing systems and incident management in a large Windows-based environment
* Demonstrated experience with collecting and reporting ticket metrics
* Demonstrated ability to manage large numbers of people in a busy multi-tasking environment
* Demonstrated experience interfacing with customer senior leadership
* Familiarity with DOD IT security requirementsAbility to obtain/maintain: Secret Clearance Peraton Overview Peraton 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 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 employees do the can't be done, solving the most daunting challenges facing our customers. Salary Range Salary Minimum: $72,500
Salary Mid: $145,000
Salary Maximum: $181,300 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. An Equal Opportunity Employer including Disability/Veteran.

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