Service Desk Shift Lead

Peraton is seeking a Service Desk Shift Lead to join our team of qualified and diverse individuals on our Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting consular applications services globally.

The Shift Lead serves as the first point of contact for IT service events and provides frontline technical support to the internal user community. In addition to performing Tier I analyst duties, the Shift Lead provides real-time leadership, oversight, and coaching for an assigned shift, ensuring exceptional customer service, adherence to SLAs/SLOs, and efficient incident management within a fast-paced Service Desk environment.

Core

Work Schedule:

Second shift: 3:00 PM ET - 11:30 PM EST, Monday - Friday

Work Location: 44873 Falcon Place, Suite 150, Sterling, Virginia 20166

The Shift Lead will work their assigned shift in Sterling at least four days per week. With manager approval, the employee may work remotely on the fifth scheduled workday. Onsite requirements are subject to change based on government and program requirements, including surge support and other operational needs.

Day to Day

Roles and Responsibilities:

Service Desk Operations & Technical Support

• Provide technical analysis and remote support for enterprise software, desktop computing, network connectivity, mobile devices, and related IT services through telephone, email, chat, and enterprise service management platforms.
• Coordinate with Service Desk colleagues, CAEIO technical teams, and other stakeholders to facilitate incident resolution, service restoration, and fulfillment of customer requests.
• Provide operational status updates, data requests, and other deliverables to the CAEIO government customer.
• Create and maintain accurate technical documentation, incident records, troubleshooting information, and knowledge articles supporting Service Desk operations.
• Contribute to the development and improvement of Knowledge Base content by documenting effective troubleshooting techniques, solutions, workarounds, and lessons learned.
• Demonstrate strong knowledge of Service Desk roles, responsibilities, and Incident Management processes.

Shift Leadership & People Supervision

• Lead, supervise, and support a team of 10–20 Tier I analysts during assigned shifts.
• Monitor phone system, Agent Chat, and interaction processing activity to ensure analysts are logged in, available, and in the correct status throughout the shift.
• Provide real-time coaching, feedback, and guidance on ticket handling and customer engagement.
• Monitor mailboxes for CAEIO government customer requests.
• Disseminate policy updates, SOP changes, and procedural guidance to shift personnel.

Incident Management & Escalation

• Oversee incident intake and ensure proper documentation, prioritization, and routing.
• Monitor Service Now dashboards to support Total Ticket Ownership, prevent aging tickets, and ensure timely customer communication.
• Apply ITIL-based Incident Management and Request Fulfillment practices to assigned work while ensuring compliance with applicable government policies, procedures, security requirements, SLAs, and SLOs.
• Identify opportunities to improve processes, procedures, knowledge resources, and customer support practices and provide recommendations to Service Desk leadership.

Operational Oversight & Shift Continuity

• Support Service Desk Manager with daily operational oversight, including real-time ticket review and quality assurance.
• Conduct shift turnover activities, including attending turnover meetings, conducting daily team huddles, briefing the next Shift…