Job ID: 2213375
Location: YOKOSUKA, Shizuoka-Ken, Japan
Date Posted: Sep 7, 2022
Category: Information Technology
Subcategory: Technical Svcs
Shift: Day Job
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No Remote
Benefits: Click here
SAIC has an immediate need for a Technical Services Supervisor to support the Navy's Service Management, Integration and Transport Program (SMIT) at the United States Fleet Activities in Yokosuka, Japan.
The Technican Services Supervisor (also known as the service desk supervisor) will enhance customer satisfaction by ensuring effective service delivery from the Service Desk and to act as an advocate for the account assigned. The SDS is closely aligned to the Program Manager and Deputy PM and the needs of the client. The SDS serves as an escalation point for issues related to current services and is accountable for improvement opportunities at the Service Desk. The SDS is responsible for planning, developing, organizing and directing technical training of employees and customers in the installation, operation and maintenance of the company's products and services. Works with Program Managers, technical support and all other program positions the successful operation of the service desk. Establishes, coordinates and manages employee onboarding, training, standards and schedules, and adherence to service desk metrics. Analyzes trends and adjusts business operations as necessary. Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. Identify and assembles the appropriate blend of resources to meet project needs and requirements, including sub-contractor selection. Plan, schedule, monitor, and report on activities related to the project. Additionally, may interact with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee).
LEADERSHIP AND MANAGEMENT: Manages experienced professionals (e.g. engineers, scientists, financial analysts) who exercise discretion and independent judgement performing assignments. Often heads one or more sections of a small department.
SCOPE: Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Provides guidance to subordinates within the latitude of established company policies. Recommends changes to policies and establishes procedures that affect immediate organization.
PROBLEM COMPLEXITY: Interprets and administers policies, processes, and procedures that may affect sections and subordinate work units.
Interacts frequently with internal personnel and outside representatives at various levels. Participates and presents at meetings with internal and external representatives. Interaction typically concerns resolutions of operational and scheduling issues. Often plays a key role in cooperative effort among members of a project team made up of representatives from other departments.
The SDS supervises in the management of the performance of the SD by:
Actively participates in client status calls
Keeps track of commitments, ensures SD performance against committed activities
Ensures continuous process improvements to support improved performance levels
Responsible for account profitability management as related to the service desk operations
Primary account contact for the service desk operation
Collaborates with PM and DPM to ensure customer satisfaction and service level attainment, while meeting financial goals
Acts as first point-of-contact for breakdown in the problem escalation process
Provides a single point-of-contact for day-to-day Service Desk activities, including service issues and questions
Engages in proactive service delivery activities
Participates in capacity/demand planning
Collaborates with other groups in handling and responding to client issues, account problem analysis and making requested service improvements.
Updates Help Files per account based on technology and client changes
Works with Knowledge Management to ensure Help Files and KM databases are accurate and reflective of the current processes, procedures, account requirements, and technical content
Accountable for Business Continuity of Account
Accountable for account SLA attainment
Accountable for driving the productivity of delivery team of the service desk (incident mitigation, first contact resolution, service desk resolution, AHT, etc.)
Accountable for SD portion or account margin target attainment
Drives client satisfaction on desk
Works with Operations Managers and Supervisors to ensure appropriate staffing needs for new work or reduced work on the account
Participates in Workforce Management calls and provides input in changes coming from the account that could impact scheduling, staffing and overall workforce management
Responsible for Service Desk account budget review, forecasting and management.
Service Desk Account Strategy Develops plans and strategies to ensure continued success of a given account
Works cross-functionally with the client teams on demand planning
Client/PMO Relationship Management
Acts as one of the primary point of contact for the service desk to the client
Serves as an expert to the Program Management Office(PMO) for the client as the service desk leader, headed by the Client Account Executive
Collaborates with other teammates on ways to improve delivery on the desk
Attends calls with the other members of the account team to drive overall account health
Attends client calls as needed to deliver service to contracted terms
TYPICAL EDUCATION AND EXPERIENCE:
Bachelor’s degree and five (5) years or more of relevant experience; four (4) years of additional experience accepted in lieu of degree.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.
We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.