Service Desk Lead

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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 solve the most daunting challenges that our customers face. Visit  to learn how we’re keeping people around the world safe and secure.

We’re looking for innovative professionals who thrive in mission‑critical environments and are passionate about shaping the future of air traffic management. This is your chance to make an impact on one of the world’s most vital transportation infrastructures, working alongside leaders in aviation, engineering, data science, and systems integration.

Join a team dedicated to protecting the safety and integrity of U.S. air travel. Peraton is seeking a motivated and experienced Service Desk Lead to provide frontline leadership and operational oversight for IT service desk activities supporting the Federal Aviation Administration (FAA). This role serves as the senior on‑shift technical resource‑coordinating daily operations, mentoring analysts, and ensuring incidents and requests are handled efficiently, securely, and in compliance with FAA standards.

The ideal candidate blends strong technical troubleshooting skills with leadership capability, thrives in a fast‑paced operations environment, and is comfortable serving as the primary escalation point for complex issues.

• Lead and manage Service Desk operations, ensuring consistent, high‑quality support across FAA programs.
• Supervise, mentor, and develop Service Desk analysts, including scheduling, workload management, and performance coaching.
• Enforce ITIL‑based processes for incident, request, problem, and knowledge management.
• Monitor and report on service desk metrics and SLAs, including response time, resolution time, customer satisfaction, and backlog trends.
• Serve as the escalation point for high‑priority incidents, outages, and customer‑impacting issues.
• Coordinate with infrastructure, cybersecurity, application, and platform teams to ensure timely issue resolution.
• Ensure accurate ticket documentation, categorization, and knowledge base maintenance.
• Support change management and release coordination to minimize operational disruptions.
• Ensure service desk activities comply with FAA policies, RMF, NIST, and internal governance standards.
• Prepare and deliver operational reports and briefings to program leadership and FAA stakeholders.
• Support onboarding, training, and continuous improvement initiatives for service desk staff.

Reliable IT support is essential to FAA operations that protect and modernize the National Airspace System (NAS). As a Service Desk Lead, you ensure timely issue resolution, consistent service quality, and effective communication during incidents. Your leadership helps minimize downtime, improve customer confidence, and maintain continuity of operations across FAA programs.

• U.S. Citizenship Required.
• Must have the ability to obtain / maintain a Public Trust clearance.
• 10 years of IT Service Desk experience.
• Experience managing or supervising a Service Desk team.
• Strong understanding of ITIL processes (Incident, Request, Problem, Change).
• Hands‑on experience with ITSM tools such as Service Now (or equivalent).
• Proven troubleshooting skills across end‑user computing, applications, identity/access, and collaboration tools.
• Excellent communication and leadership skills; ability to coordinate during incidents.
• Ability to manage priority incidents,…