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Date Added: Wed 09/06/2021

Datacenter Tier 2 Service Desk Lead

Kansas City, MO, US
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Job Type: Permanent, FullTime

Peraton Overview Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our 22,000 employees do the cant be done, solving the most daunting challenges facing our customers. Qualifications Requires 5 to 8 years with BSBA or 3 to 5 years with MSMA or 0 to 2 years with PhD. Requires US Citizen, SECRET Clearance, IAT II Certification, ITIL Certification Candidate must be of a mid-level and have experience in EnterpriseData Center Service Desk Operations and technicalservice desk support, Experience with BMC Remedy Service Management Suite (or similar Enterprise-level ITSM tool) required Experience desired in the following technologiescapabilities Microsoft Windows Server, Microsoft SharePoint, RHEL, LANWAN networking, ProxyReverse Proxy, vROPS Operations Management Suite, Log Management tools, NetBackup, Microsoft SQL, Oracle, VSphere, Active DirectoryDirectory Services, HP Server Automation (or similar Enterprise Platform patching tool), and ACAS. Specific expertise in ITSM, Incident Management, Event Management, Knowledge Management, Problem Management, Customer Service and Data Center technologies. Requires ITIL certification. Sharepoint, Sharepoint Online, AWS or Azure fundamentals certification desired Responsibilities TAC Shift Lead Responsible for leading and directing a shift-based team in the execution of Data Center Service Desk processes, functions, activities and tasks. Directs and provides guidance to Service Desk shift personnel in the execution of Service Desk Operations AOR activities Incident Management, Event Management, Request Fulfillment, Platform Patching, ITSM Queue Management, Bridge Management, and Call Center Management. Serves as the escalation point for all shift-based activities and performs or directs resolution, escalation or recall actions and activities as appropriate. Prepares for and executes or assesses and accepts shift transition with oncoming and off going Service Desk Shift Lead, ensuring a comprehensive and orderly transfer of knowledge, schedule, equipment, tasks and activities across shift roles. Executes and reports on shift employee status training and development, scheduling issues, functional and performance assessments. DESIRED AWS or Azure foundations training or experience.
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