MHS Genesis Support Team Lead with Security Clearance

About Peraton 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 to learn how we're keeping people around the world safe and secure.
Responsibilities The MHS Genesis Support Team Lead, reporting to the Director of Service Operation at the Defense Health Global Service Center (DHAGSC) is responsible for leading MHS Genesis Support team supervision and staff in meeting or exceeding contract service objectives. The primary responsibility is to ensure staff availability levels and compliance to customer service, technical support, call handling, and process and policy/procedure adherence standards, and to be the primary MHS Genesis Support POC for the Director of Service Operation. The Application Support Team Lead works with Process Management Leads to ensure that established processes are used as intended and communicate to Continual Service Improvement areas that need evaluation for improvement. The MHS Genesis Support Team lead serves as a key source of knowledge in various areas of expertise and will interface with multiple levels of the account organization as well as the client organization (DHA-HIT), to coordinate the activities necessary to successfully implement new service changes to the DHAGSC. What you'll do: Primary oversight for MHS Genesis support; coordinate work efforts including subcontractors. Work directly with the customer as MHS Genesis is deployed to ensure that the DHAGSC team is well informed on schedule related items and risks/issues.
Lead MHS Genesis support team meetings. Establish/maintain all Application Support scheduling, policies and procedures. Determine meeting attendance requirements. Participate in interviews for new professionals. Provide feedback and guidelines for developing individuals. Maintain/oversee ACD queue assignments and skill-based routing assignments. Participate in metrics reviews. Seek out opportunities to continually improve service levels. Interface with Common Infrastructure Support Lead to ensure process/procedure/policy adherence across the Service Operation group. Participate in Incident auditing activities. Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement. Ensure smooth transition of new/improved services to Service Operation/production. Coordinate with Training personnel to identify new/remedial App Support training needs. Participate in the Management of Change (MoC). Work special projects as required. Maintain all area documentation.Qualifications Required Qualifications: BS 8-10, MS 6-8, PhD 3-5, HS 12-14
Ability to obtain Department of Defense security clearance (ADP II Public Trust)
ITIL 4 Foundations Certification (preferred)
MHS experience / Cerner Millennium application experience
Experience with the large scale application deployment, would be a plus.Preferred Qualifications: Experience with the large scale application deployment
Strong customer service and communications skills, both oral and written Strong critical thinking skills that facilitate service delivery methodology innovation Proven project management skills in setting priorities to meet project deadlines Strong knowledge of Service Desk support environments Strong analytical, presentation, and problem-solving skills Ability to establish a solid working relationship with customer, staff, managers and peers Proven technical competency in the following areas: Microsoft Office 2010 Products: Word, Excel, PowerPoint, Project and Outlook ServiceNow Experience.
Relevant technical certifications
Benefits: At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way Target Salary Range $66,000 - $106,000. This represents the typical salary range for this position based on experience and other factors. SCA / Union / Intern Rate or Range EEO An Equal Opportunity Employer including Disability/Veteran. Our Values Benefits At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way. Paid Time-Off and Holidays
Retirement
Life & Disability Insurance
Career Development
Tuition Assistance and Student Loan Financing
Paid Parental Leave
Additional Benefits
Medical, Dental, & Vision Care