ResponsibilitiesPeraton is seeking a Service Desk Reporting Lead to support our EITSI Service Desk and operations mission. This position provides supervisory, technical, and analytical leadership supporting the Defense Health Agency (DHA) mission. The selected candidate leads a high-performing team responsible for developing, standardizing, and maturing enterprise reporting and analytics that inform operational decisions across the Global Service Center (GSC), Global Network Operations Center (GNOC), and DHA enterprise.
In this role, the Team Lead ensures quality, consistency, and operational relevance of reports, Service Level Agreement (SLAs), and enterprise Key Performance Indicators (KPIs) and will be fluent in ITSM processes and data-driven decision support within DHA’s enterprise IT ecosystem. The role works in close alignment with GSC and EITSI leadership.
Additionally, the successful candidate is responsible for ongoing report development, sustainment, and analysis of Service Desk information and metrics, obtained from mostly the ServiceNow ITSM tool, Avaya and AWS. Involves development and preparation of information products for internal staff and external customers. The selected individual must have the ability to analyze data from conceptualization through presentation of the data. Proficiency with analytical tools to include ServiceNow, knowledge of data analysis methodology, use of presentation software, strong communication skills and a strong commitment to meeting suspense dates and delivering the highest level of customer service.
What you’ll do:
The Service Desk Reporting Lead will be responsible for the following but not limited to:
- Serve as Lead for the GSC metrics and reporting team, responsible for daily tasks, quality and continual improvement initiatives.
- Responds to reporting inquiries and provides support to DHA customers as necessary and provides problem/issue resolution.
- Knowledge of Service Desk operations and strong understanding of how tickets flow and progress through the ITSM processes, and how operational decisions impact SLAs and KPIs.
- Ensures that all reports, dashboards, and KPIs accurately reflect service performance, identify trends, and support datadriven improvements.
- Proficiency in setting up queries and performing complex data analysis in support of customer requests.
- Deliver sophisticated analysis products with accurate and appropriate interpretation and thoughtful evaluation of data.
- Deliver data products in report/presentation format, or verbally, to customer specifications.
- Communicate effectively and arrange meetings as necessary to meet due dates.
- Perform data analysis, operational assessments, detailing trends/opportunities, and provide realistic recommendations to address the areas of concern or improvement opportunities.
- Provide support to the GSC Senior Manager and GSC Project Manager and the EITSI Program Manager and Chief Operations Manager as needed.
- Provide leadership and administrative support for team members to include but not limited to employee evaluations, development plans, training programs, timecards, expense reports, scheduling, and monthly reports.
- Uphold strong communication, customer service, and adherence to suspense.
Qualifications
- Minimum of 6 years experience
- Ability to obtain Public Trust Clearance.
- Must be U.S Citizen.
- Must be a current Peraton employee on the GSC metrics and reporting team with Hands-on experience creating/administering reports in Excel, BI Tools, creating and developing queries in ServiceNow.
- Experience in a Lead, Supervisor or Manager role.
- ITIL4 Certification (ability to achieve within 60 days and maintain)
- Familiar with IT and Service Desk support methodology alignment with Industry Standards.
- Ability to deliver executive presentations and executive summaries.
- Excellent interpersonal skills, written skills and the ability to interface with internal and external customers, vendors and management.
- Technical competency in the following areas: Word, Excel, PowerPoint and Outlook, with a high level of accuracy and attention to detail to ensure reports are correct.
- Must be on-site in office at San Antonio.
- Dependable attendance, ability to work independently, and ability to work extended hours if needed to meet short suspense and deadlines.
Desired qualifications:
- Relevant technical certifications and/or relevant MHS Application or Service Desk IT experience.
- Demonstrated creative and analytical problem-solving skills.
- Data Analytics and Excel experience reporting preferred.
- Demonstrated written and verbal communication skills are essential.
- Enthusiastic self-starter who can take initiative and think on his or her feet
Target Salary Range$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.
