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Service Delivery Team Lead

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Job ID: 1928108
Location: WASHINGTON, DC, United States
Date Posted: Mar 11, 2020
Category: Software
Subcategory: SW Engineer
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: Yes

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Job Description

Description

SAIC is seeking a Service Delivery Team Lead to provide support on our GSA COMET contract. The candidate will be involved in the installation, troubleshooting and support of the infrastructure and systems. The candidate must have a passion for problem solving and project completion.

 

Responsibilities

  • Run daily procedures for health check, system monitoring, and reporting.
  • Establish and maintain on-call schedule.
  • Establish incident reporting and resolution processes.
  • Ensure staff are constantly demonstrating broad knowledge of a technical/functional discipline and apply extensive expertise to solve user problems.
  • Set the direction, manage and lead the Operations and Support team.
  • Define, implement, and manage service support policies, agreements and standards; and initiate and direct reviews, audits, and risk assessments.
  • Identify risks in current customer facing operations and develop solutions to mitigate those risks by collaborating with other teams.
  • Manage escalations from customers including developing and executing response plans, advising staff, and requesting, directing, and managing resources from other departments.
  • Provide input and help implement security related decisions and direction from ISSO.
  • Coordinate cross-department responsibilities in customer facing incidents.
  • Maintain ticket tracking and provide strategies and enhancements for better productivity and customer satisfaction.
  • Generate Reports for leadership on support team statistics as it relates to customer support issues as well as internal team metrics

Qualifications

Required Experience & Education

  • Bachelor’s degree or 6 years of equivalent experience.
  • Specialization in Computer Science/Engineering or related field, preferred.
  • 7+ years of relevant professional experience directly related to software applications.
  • Excellent customer service and communication skills, both verbal and written.
  • Ability to work in a fast-paced environment.
  • Advanced troubleshooting abilities with end-user customers.
  • Proficiency or working knowledge of Reports and Queries.
  • Ability and skill to effectively support and communicate with users. Should be able to demonstrate accomplishments in this area.
  • Ability to analyze and plan workload schedules, and set priorities. 
  • Ability to multi-task workload.


Security Requirements

Must pass a GSA background check/Public Trust


This position allows for a combination of onsite and remote work. Candidate must be located in the DC metro area in order to be onsite 3 days per week. 

 


Desired Qualifications

 

Overview

SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $6.5 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability

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