Service Delivery Manager

The Service Delivery Lead shall establish, refine, and oversee IT service delivery to internal and external customers. The Lead provides management oversight for the development, deployment, monitoring, maintenance, upgrade for Helpdesk support of all cloud and on-premises IT infrastructure systems, including telecommunications, servers, storage, network, operating systems, hardware, software, and peripherals. Leads the team to provide technical assistance to computer system and network users or other technical products and services. 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. Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes. Drives product supportability. Coordinates customer service activities with other internal functions. Designs and maintains customer databases. Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution. The Lead shall ensure that policies and processes are in place to deliver consistent, efficient, and effective services. The Lead shall engage customers, evaluate their feedback, and develop quality improvement processes.

Serves as subject matter expert, possessing in-depth knowledge of Help Desk support
• Responds to and diagnoses problems through discussion with users
• Ensures a timely process through which problems are controlled - includes problem recognition, research, isolation, resolution, and follow-up steps
• Supervises operations of help desk and services as focal point for customer concerns
• Provides support to end users on a variety of issues
• Identifies, researches, and resolves technical problems
• Responds to telephone calls, email, and personnel requests for technical support
• Documents, tracks, and monitors the problem to ensure a timely resolution
• Provides second tier support to end users for either PC, server, or mainframe applications or hardware
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
• Simulates or recreates user problems to resolve operating difficulties
• Recommends systems modifications to reduce user problems

**This position is contingent upon award**

Qualifications

• A minimum of a Bachelor's degree in business, engineering, computer science, or related technical field.
• A minimum of ten years of experience directly related to IT and HelpDesk services.
• Experience performing in medium to large scale operations of IT Service Management.
• Experience utilizing service delivery in a federal government systems and services environment.
• Experience utilizing knowledge management methodologies
• Demonstrated ability to work and quickly transition across multiple tasks
• Experience in an IC environment performing in related technical areas
• Working knowledge of the customer processes, programs, and policies
• Demonstrated expert ability to effectively work with senior and executive level Government staff
• TS/SCI with polygraph security clearance required.

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.