Key Responsibilities:

Direct supervision of the Helpdesk Support Team, including scheduling, training, and performance evaluation.
• Provide expert-level technical support alongside the team, diving into complex issues and delivering solutions.
• Ensure the team adheres to ITIL best practices in all aspects of incident, problem, and change management.
• Develop and maintain a comprehensive knowledge base, encouraging the team's reliance on self-service and shared expertise.
• Monitor customer interactions and elevate the quality of service by providing feedback and coaching.
• Conduct regular team meetings to review open issues, discuss new procedures, and provide ongoing training.
• Manage and oversee the Training and Exchanges Automated Management System (TEAMS) Helpdesk ServiceNow System for any new and existing tickets from TEAMS users.
• Promote effective usage of the TEAMS system by providing quality customer support to its users.
• Coordinate with the USAID Responsible Officer (RO)/Alternate Responsible Officer (ARO) to communicate changes to the Helpdesk system to all active TEAMS users using tools within the application.
• Review and make updates to the training plan on a biannual basis, deliver in person or virtual training to USAID staff and partner organizations.
• Send Service Desk statistics reports monthly to the RO/ARO in M/MPBP, including but not limited to number of new Service Desk tickets generated that month, number of tickets closed, total number of active tickets, average number of days to resolve tickets, and overall satisfaction from customers.
• Deliver in person or virtual training to USAID staff and Implementing Partners on the use of the TEAMS system as specified in the approved Training Plan.
• Update SOPs for Service Desk support to TEAMS, provide training to stakeholders on system use, process and manages shipments from commercial shipping agents.
• Maintain familiarization with the general underlying policy issues as well as the database issues to forward policy questions to the RO or ARO staff; develop understanding of the Agency and Federal visa compliance programs and guidelines to ensure inquiries and questions are answered correctly.
• Send out alerts of upcoming maintenance actions that may impact system access to TEAMS active users.

Basic Qualification:

• U.S. Citizen; eligible for DOD Secret Clearance.
• Bachelor's degree with 5 - 7 years, or master's degree with 3 - 5 years, or PhD with 0 - 3 years' experience is required.
• Strong attention to detail and able to identify trends in service requests and incident response.
• Ability to work independently and take initiative to do what is needed to achieve quality performance goals.
• Be available for functional and technical support Monday - Friday, 8am - 5pm, Eastern Standard Time.
• Must be proficient in the English language.

Preferred Qualification:

• Active DOD Secret Security Clearance.
• ITIL v.4 Certification
• ServiceNow Incident Management Experience

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.