Assistant Technical Support Supervisor

Peraton is seeking a Assistant Technical Support Supervisor to join our team of qualified, diverse individuals.

The ideal candidate will support the Department of Homeland Security (DHS)/ Transportation Security Administration (TSA) customer. The motivated IT professionals will directly support DHS staff via phone and social media applications.

Must be able to support rotating shift work On-site in Clinton, TN.

Day to Day Work Responsibilities:

Lead, coach, and develop tier 1.5 support agents to meet or exceed service-level expectations on an inbound and outbound call/email spectrum.
• Maintain shift coverage for a team that has 24/7 coverage, including oversight of attendance and workload balance.
• Oversee day-to-day operations including ticket queue management, and workload balancing.
• Measure key performance indicators of their agents through feedback and performance metrics.
• Partner with external teams to identify skill gaps and align training with organizational needs.
• Assist the Technical Support Supervisor and serve as the acting manager when necessary.

#TSAImpact

Basic Qualifications:

• Bachelor's degree and 5 years' experience or Associate's degree and 7 years' experience or HS diploma/equivalent and 9 years' experience.
• Must be a U.S. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.
• Strong writing and communication skills.
• Experience with O365.
• Ability to support rotating shift work.
• Technical Customer Support experience required.
• Problem-solving ability to diagnose and resolve basic technical issues.
• Demonstrates eagerness to learn and flexible with the ability to multi-task.

Preferred Qualifications:

• Experience with ServiceNow.
• Experience with Blackberry applications.
• Understanding of SLAs and the ability to teach them.
• Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
• High level of professionalism and ability to maintain confidentiality.
• Possess attention to detail and follow-through.

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.