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Service Desk Lead-ITSM certified (flexwork)

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Job ID: 196472
Location: FLEXWORK, VA, United States
Date Posted: Oct 1, 2019
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Public Trust
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No

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Job Description


Join SAIC’s team delivering the best in class Service Desk, End User Services, Operations Engineering, Infrastructure Architecture, and Technical Program Management information technology services to a federal agency. 


Job Description


The Service Desk Lead will provide leadership, mentoring, and in-depth day-to-day technical guidance and management oversight to a team of Service Desk Tier 1 and Tier 2 personnel. The well-qualified candidate will possess and apply sound management principles to set the tone and pace for the maturation of the organization. The candidate must be a self-starter, providing leadership, technical direction and supervision to personnel supporting the operations and maintenance activities across the enterprise. The candidate must be capable of evaluating service performance metrics, communicating system performance, and leading teams in response to incidents/problems, performing risk assessments, and managing and directing operational staff as needed to ensure managed programs are performing optimally. Candidates must be able to meet or exceed all operational and performance based metrics associated with the incident and service request process, as well as ensure all critical/high and/or VIP incidents or service requests are attended to or resolved promptly and efficiently within service level targets. 

The Service Desk Lead will actively monitor call and ticket queues to ensure customer calls and tickets are promptly addressed, as well as regularly monitor, review, and analyze operational and performance based metrics to determine/recommend opportunities for improvement and/or training initiatives. The SD Lead will ensure all incident and service request tickets are thoroughly documented per SOPs to include analysis of the incident/service request, troubleshooting and resolution steps takes, and follow up with customers (as necessary). They will ensure all incidents and service requests are promptly escalated across Tiered support per SOPs.

The Service Desk Lead also must ensure all support personnel Service Desk and Systems provide prompt and professional service to customers and provide guidance to support staff as required. They will maintain enterprise awareness of system maintenance and outages, as well as world events that could influence IT operations. In addition, they will communicate all planned/unplanned service outages to management, Senior Leadership supporting the IT Operations Center. Frequently communicate with Program Manager on upcoming projects, system maintenance activities, and unplanned events to ensure Service Desk and Systems staff are prepared to support the Department. They will also identify, notify, and address operational deficiencies with Program Manager. The service desk lead will promptly notify management of potential system problems or customer issue. Ensure all required reporting is completed correctly, edited, proofread and ready for dissemination.

Roles and Responsibilities

  • Guide consumption, assignment, quality review, and workflow of tickets through the ticketing system.

  • Represent status and workflow performance to Customer stakeholders.

  • Requires strong written and verbal presentation skills including formal and informal presentation of work and assessments to critical audience



HS and 13 years or more of experience; Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience.


  • ·   Four plus (4+) years’ experience as a service desk lead.

  • ·   Minimum of two (2) years project management experience IT Service Management

  • IT Service Management (ITSM) Certification

  • ·   Excellent written and presentation communication skills



  • ·   Knowledge of and experience implementing ITIL / Service Management frameworks.

  • ·   Strong interpersonal and communications skills to effectively communicate with all levels of staff, both technical and non-technical.

  • ·   Ability to articulate and execute on a strategic vision at the department level that supports the overall IT vision/strategy, while at the same time ensuring quality tactical implementations are achieved.

  • ·   ITIL ® Foundation certification

US Citizenship required

Desired Qualifications



SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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