Job Description

Program Overview

Nationwide program dedicated to maintaining IT infrastructure operations across TSA. Contract supports all US airports and 30+ US Embassy/Consulates international sites across 30 different countries where TSA is present

About The Role

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

Qualifications

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.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $51,000 - $82,000. 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.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

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