IT Service Center Manager

Responsibilities

Peraton is seeking an on-site Service Center Lead in Oak Ridge TN to manage Tier I Service Desk and Tier II Deskside Support teams in support of the DOE Office of Science on the CBOSS 2.0 contract. Responsibilities include :

• Implement policies and procedures regarding how problems are identified received documented distributed and corrected.
• Ensure maximum issue resolution in minimum time to meet Service Level Agreements.
• Establish objectives and direct staff activities to improve technical support practices in the areas of quality knowledge centered support and resolution timeframes.
• Assist users with computer hardware and / or software applications (e.g. website access email setup troubleshooting etc.).
• Demonstrate in-depth applications knowledge of companys products services and / or systems.
• Ensure incidents and service requests are resolved in accordance with their assigned criticality and in alignment with defined service level agreements (SLAs).
• Ensure incident documentation includes all user communication resolution documentation escalation notes and follow-up.
• The Contractor shall support SC users who are working on-site or remotely and assist with common virtual private network (VPN) and virtual desktop infrastructure (VDI) troubleshooting and proficient in using secure remote access tools.
• Contribute to and maintain a knowledge base for common issues and solutions to promote user self-service and reduce call volume.
• Use trend and root cause analysis to identify opportunities for incident reduction and service improvement.
• Generate operation metrics and reports to support performance monitoring and continuous improvement to include incident trends recurring issues service request volumes and customer satisfaction data.

Qualifications

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 worlds 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 cant be done by solving the most daunting challenges facing our customers. Visit to learn how were keeping people around the world safe and secure.

Target Salary Range

$104000 - $166000. This represents the typical salary range for this position. Salary is determined by various factors including but not limited to the scope and responsibilities of the position the individuals experience education knowledge skills and competencies as well as geographic location and business and contract considerations. Depending on the position employees may be eligible for overtime shift differential and a discretionary bonus in addition to base pay.

EEO

EEO : Equal opportunity employer including disability and protected veterans or other characteristics protected by law.

Required Experience :

Manager

Key Skills

Information Technology,Contract Attorney,Fire Alarm,Catia,Asic

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 104000 - 166000