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Service Desk Team Lead

Job ID: 198157
Location: COOKEVILLE, TN, United States
Date Posted: Sep 22, 2019
Category: Wage Determination (SCA)
Subcategory: Service Contract Act
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No

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Job Description

Description

Description


SAIC is looking to add a Service Desk Lead to our team supporting HHS in Cookeville, TN. 

 

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.


Qualifications

Required Education and Experience: 

Must have an Associates Degree and six (6) years of relevant experience. We will consider candidates with a High School Education and seven (7) years relevant experience as well. 

Must be able to guide consumption, assignment, quality review, and workflow of tickets through the ticketing system.

Must be able to represent status and workflow performance to customer stakeholders. 

Must have strong written and verbal presentation skills including formal and informal presentation of work and assessments to critical audience. 

Must have a strong background in IT support. 

Must have at least 3 years of direct experience being on a Service Desk. 

Must be able to lead a technical team. 

Must be able to communicate effectively with your team to assure goals and 
requirements are met. 

Desired Qualifications

 

Overview

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 saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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