Director, Service Center

Responsibilities

Peraton is seeking a dynamic Director, Service Center (“Director”) to join the leadership team of our Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program that supports the operations and maintenance of a large scale and world-wide enterprise IT environment covering application hosting and support, enterprise services, and infrastructure services for the U.S. Department of State Bureau of Consular Affairs (CA).

 

OVERVIEW

 

The primary function of the Service Center is to oversee the provision of end user services, including incident management and tracking; processing of IT service requests; ticket escalation for service events; operational communications and notifications; initial triaging and troubleshooting of service events within the CA IT environment; CA application and service updates; limited mobile device support; desktop support; problem management; contributing to, creating, and managing KBAs and SOPs; and confirming software licensing and available inventory to fulfill service requests.

 

ROLE AND RESPONSIBILITIES

 

The Director, Service Center:

• Leads all components of the Service Center, including Service Desk (SD), Desktop Support, incident and IT service request management and tracking, ticket escalation, communications and notifications, mobile services support, management of knowledge-based articles and SOPs.
• Advocates and advances total ticket ownership (from generation through completion) of service requests within the enterprise ticket management system, and the Automatic Call Distribution (ACD) telemetry system.
• Ensures users receive efficient and timely Tier 0, Tier 1 and Tier II Desktop support to ensure that service levels are achieved in line with the contract and ensures customer expectations are met or exceeded.
• Develops, plans and leads initiatives to improve, optimize, standardize, and streamline customer support processes that yield improvements in customer satisfaction.

Responsibilities

• Leads all aspects of talent management for the Service Center team, including hiring, performance management (active and constructive coaching, annual evaluations, and periodic check-in conversation), and transitioning members off the team.
• Facilitates team meetings to share knowledge and, consequently, ensures that team members understand practices and processes that advance the Service Center’s objectives and enable team members to meet expectations.
• Engages with Peraton and government colleagues to identify trends and establish Service Center goals.
• Ensures Service Center team members achieve desired service levels and take corrective action, as needed.
• Analyzes Service Center data and, based on the analysis, recommend actions to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Demonstrates willingness to “step out of your lane” by working on tasks and projects in other areas of the program.

Qualifications

BASIC QUALIFICATIONS 

• U.S. Citizenship and ability to obtain SECRET Government Security Clearance.
• Experience in a position whose role and responsibilities are similar to those described above.
• Experience leading daily operations within a 24/7 environment.
• At least five years of experience leading team members with diverse backgrounds and skills.
• ITIL Foundation Level Certification (or higher)
• A minimum of seven years of technical experience managing, maturing, and modernizing a 24x7x365 Service Desk for geographically dispersed users with end-to-end service delivery in a complex, global enterprise level IT environment.
• Experience implementing and managing Service Center communications, to include reporting, and experience with strategic and operational planning.
• Experience with stakeholder management in a challenging, dynamic environment.

DESIRED QUALIFICATIONS

• Help Desk Institute Support Center Manager (HDI-SCM) certification.
• Experience implementing, managing, and modernizing successful Tier 0 services and reporting.

Education and Experience Requirements: High School Diploma or equivalent and 20-25 years of experience; Bachelor's degree and 12-15 years of experience; Master's degree and 10-13 years of experience.

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.

Target Salary Range

$176,000 - $282,000. This represents the typical salary range for this position based on experience and other factors.

EEO

An Equal Opportunity Employer including Disability/Veteran.

Salary : $176,000 - $282,000