Skills
ServiceNow ITSM
ITIL
SLA Management
About the Role
Peraton is seeking an experienced Client Services Team Lead to own end-to-end service desk delivery, quality, and continuous improvement across two customer sites. This role supports 256,000+ annual contacts and 143,000+ annual tickets on a 24x7x365 schedule, with additional dedicated support for 150 VIP customer employees.
Responsibilities
- Lead service desk operations across two sites, ensuring 24x7x365 coverage and SLA compliance
- Manage and coach service desk supervisors, including performance management and scheduling oversight
- Own and drive ITSM processes in ServiceNow
- Lead Continual Service Improvement (CSI) initiatives to improve service quality and efficiency
- Participate in the Change Advisory Board (CAB) and coordinate with the Designated Change Lead
- Serve as the primary liaison between the service desk and change leadership
- Provide dedicated support for VIP employees
Requirements
- Proven leadership experience managing service desk teams and service operations
- Strong ITSM knowledge and hands-on experience with ServiceNow
- Experience ensuring SLA compliance in a high-volume, 24x7x365 environment
- Ability to lead continual improvement and process optimization efforts (CSI)
- Comfort working with change management processes, including CAB coordination
Benefits
- Opportunity to lead a critical client-facing service desk operation
- Support and development through a continuous improvement culture
- Engagement with ITSM and change management best practices
This job was curated and enriched by FindJobHere to help your search. Apply on the original website: careers-peraton.icims.com.
Learn how it works.