{"id":2097103,"url":"https://alion.io/job/peraton-service-desk-shift-lead","title":"Service Desk Shift Lead","company":{"id":722,"name":"Peraton","domain":"peraton.com","url":"https://alion.io/company/peraton","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":6,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":10,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":66000,"max":106000,"currency":"USD","period":"year","gross":null,"usd_annual":106000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-08T17:12:43Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-18T12:02:06Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Responsibilities\nPeraton 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.\nThe 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.\nCore Work Schedule: Second shift: 3:00 PM ET - 11:30 PM EST, Monday - Friday\nWork Location: 44873 Falcon Place, Suite 150, Sterling, Virginia 20166\nThe 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.\nDay to Day Roles and Responsibilities:\nService Desk Operations & Technical Support\nProvide 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.\nCoordinate with Service Desk colleagues, CAEIO technical teams, and other stakeholders to facilitate incident resolution, service restoration, and fulfillment of customer requests.\nProvide operational status updates, data requests, and other deliverables to the CAEIO government customer.\nCreate and maintain accurate technical documentation, incident records, troubleshooting information, and knowledge articles supporting Service Desk operations.\nContribute to the development and improvement of Knowledge Base content by documenting effective troubleshooting techniques, solutions, workarounds, and lessons learned.\nDemonstrate strong knowledge of Service Desk roles, responsibilities, and Incident Management processes.\nShift Leadership & People Supervision\nLead, supervise, and support a team of 10-20 Tier I analysts during assigned shifts.\nMonitor phone system, Agent Chat, and interaction processing activity to ensure analysts are logged in, available, and in the correct status throughout the shift.\nProvide real-time coaching, feedback, and guidance on ticket handling and customer engagement.\nMonitor mailboxes for CAEIO government customer requests.\nDisseminate policy updates, SOP changes, and procedural guidance to shift personnel.\nIncident Management & Escalation\nOversee incident intake and ensure proper documentation, prioritization, and routing.\nMonitor ServiceNow dashboards to support Total Ticket Ownership, prevent aging tickets, and ensure timely customer communication.\nApply ITIL-based Incident Management and Request Fulfillment practices to assigned work while ensuring compliance with applicable government policies, procedures, security requirements, SLAs, and SLOs.\nIdentify opportunities to improve processes, procedures, knowledge resources, and customer support practices and provide recommendations to Service Desk leadership.\nOperational Oversight & Shift Continuity\nSupport Service Desk Manager with daily operational oversight, including real-time ticket review and quality assurance.\nConduct shift turnover activities, including attending turnover meetings, conducting daily team huddles, briefing the next Shift Lead on high-visibility tickets, and delivering scheduled reports.\nDemonstrate flexibility and initiative by taking on additional responsibilities as needed to support Service Desk operations.\nQualifications\nBasic Qualifications:\nHigh School diploma with 6 years of experience, may have lead experience.\nU.S. citizenship and an active Secret Government Security Clearance.\n2 years of experience leading daily operations within a federal civilian agency ITIL help desk/service desk in a 24/7 environment.\n2 years of experience working with ServiceNow CRM or similar and/or ticket/incident logging systems\nCapable of conducting coaching sessions.\nStrong writing and verbal communication skills.\nDesired Qualifications:\nCompTIA A+ certification\nITIL certification v3 or v4.\nMicrosoft IT Support Certification or HDI SCR\nExperience supporting the Department of State IT environment.\nCapable of creating and delivering presentations effectively to small to medium sized audiences\nPeraton Overview\nPeraton 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.\nTarget Salary Range\n$66,000 - $106,000. 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 individual’s 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\nEEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.","description_format":"text","description_chars":6222,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":2,"team_size_min":10,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","National Security","Homeland Security"],"lifecycle":[{"event":"open","at":"2026-10-08T17:12:43Z"}],"visa":[],"liveness":{"score":59,"band":"ok","label":"Likely open","p_open":1,"p_active":0.786,"p_room":0.75,"age_days":8,"expected_fill_days":10,"reasons":["conf:1","velocity","win:late","comp:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":106000,"is_top_pay":false},"html_url":"https://alion.io/job/peraton-service-desk-shift-lead","json_url":"https://alion.io/job/peraton-service-desk-shift-lead.json","meta":{"generated_at":"2026-10-18T14:14:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20898,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":722},"rest":"https://alion.io/mcp/rest/get_company?id=722"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fperaton-service-desk-shift-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fperaton-service-desk-shift-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fperaton-service-desk-shift-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/peraton-service-desk-shift-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fperaton-service-desk-shift-lead"}]}