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Application Support Team Lead
2 months ago
Key Responsibilities:
The Application Support Team Lead is tasked with ensuring that the Tier 1 Application Support personnel are equipped to address and resolve any technical issues or requests related to supported MHS Applications, encompassing both proprietary and vendor-supplied software and hardware.
This Lead role is pivotal in keeping the Application Support team informed about new and evolving processes, providing training and mentorship.
The Team Lead collaborates closely with Application Support Supervisors and the Director of Service Operations to guarantee that support expectations are consistently met or surpassed.
A Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one is required for consideration. Candidates must be U.S. Citizens.What You Will Do:
The Application Support Team Lead will be accountable for the following tasks, among others:
• Provide primary second-level support for all incoming incidents and serve as backup for first-level support as necessary.
• Ensure accurate, timely, and professional follow-up and resolution on all supported issues.
• Effectively triage, assign, and escalate tickets according to departmental protocols.
• Act as a Subject Matter Expert (SME) for procedures and support knowledge.
• Raise awareness of priority issues as they arise, ensuring strict adherence to processes.
• Conduct regular reviews of assigned ticket queues, triaging or assigning as per established standards.
• Assist Tier 1 staff with complex calls and take over calls that are too challenging for Tier 1.
• Provide side-by-side coaching with Analysts on difficult calls as needed.
• Facilitate training sessions as directed by management.
• Investigate complex issues, documenting resolutions as necessary.
• Identify trends in training, performance, and knowledge gaps, reporting them to management.
• Participate in incident auditing activities.
• Engage in special projects as required.
• Develop and prepare procedures/articles for the knowledge base.
• Support Application Support Supervisors as needed.
• Promote a team-oriented spirit and attitude.
• Maintain a sense of urgency within the team during peak activity periods.
• Ensure dependable attendance and adherence to schedules.
Qualifications:
Required Qualifications:
• High School diploma and a minimum of 2 years of relevant experience.
• At least 6 months of experience in Tier 1 support at the DHA Global Service Center.
• Proven knowledge of Service Desk support methodologies.
• Ability to obtain a Department of Defense security clearance (ADP II Public Trust).
• Flexibility to work various shifts as required.
Desired Qualifications:
• Associate's Degree in Computer Science or Management Information Systems (MIS).
• HDI or similar certification.
• Proficiency in conveying technical information to non-technical audiences.
• Strong customer service and communication skills.
• Excellent critical thinking abilities that facilitate effective problem-solving.
• Demonstrated skills in teamwork.
Benefits:
At Peraton, our benefits are crafted to support your well-being beyond your daily work. We are fully committed to the professional growth of our employees.
Peraton Overview:
Peraton is a next-generation national security company that drives missions of significance across the globe and even beyond.
As the leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to safeguard our nation and allies.
Peraton operates at the critical intersection of traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company partners with essential government agencies and supports every branch of the U.S. armed forces. Our employees tackle the most daunting challenges facing our customers daily. Visit our website to learn how we are committed to keeping people around the world safe and secure.Target Salary Range:
$30,000 - $48,000. This represents the typical salary range for this position based on experience and other factors.
EEO:
An Equal Opportunity Employer including Disability/Veteran.
