Join our Talent Network >

Service Desk Lead

This job posting is no longer active.

Job ID: 202455
Location: ARLINGTON, VA, United States
Date Posted: Feb 27, 2020
Category: Information Technology
Subcategory: Technical Svcs
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

Share: mail

Job Description

Description

 

The objective of the IT Support Manager is to ensure that users receive courteous, professional, effective customer-centric support of IT requests, and to resolve technology issues in an expedient manner. The customer currently achieves this through the use of a tiered, Information Technology Service Management (ITSM) based service delivery model; Tier 1 (IT Service Desk) and Tier 2 (hands-on support). To maintain a high level of user satisfaction, the expectation is to be able to resolve a majority of issues during the initial engagement with Users.  The customer standardized on the Information Technology Information Library (ITIL) as the standard for its IT operations.

 

The IT Support Manager “owns” the resolution process from the initial contact with the user to resolution of the incident, problem or service request. The manager is responsible for incident, problem, and service request resolution regardless of the party actually performing the work, i.e., if the work is performed by an organization external to the Service Desk (SD), the SD is still responsible for tracking and documenting the resolution process. The SD shall escalate tickets as required by the SLAs.

 

Responsibilities include all aspects of Tier 1 and Tier 2 Support, including supporting remote customer staff, operating a walk-in center at the Customer Headquarters, and white-glove VIP support.

 

Qualifications

 

 

  • Bachelor’s degree and nine (9) years of experience; Masters and seven (7) years or more of experience. 

  • 4+ years’ experience managing a Service Desk environment.

  • 4+ years’ experience with tier 1 and tier 2 resolution, with a yearly ticket volume of 15,000+.

  • Experience with Remedy.

  • Managing staff of 20+ service desk professionals experience

 

 

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

Share: mail

Similar Jobs

ECAMS Watch Officer

WASHINGTON, DC, United States
Information Technology

ECAMS Watch Officer

WASHINGTON, DC, United States
Information Technology

Network Engineer (TS/SCI w/Poly Required)

CHANTILLY, VA, United States
Information Technology

Systems Administrator (TS/SCI w/Poly Required)

CHANTILLY, VA, United States
Information Technology

Network Engineer (TS/SCI w/Poly Required)

CHANTILLY, VA, United States
Information Technology

Network Engineer (TS/SCI w/Poly Required)

CHANTILLY, VA, United States
Information Technology

Systems Administrator (TS/SCI w/Poly Required)

CHANTILLY, VA, United States
Information Technology

Systems Administrator (TS/SCI w/Poly Required)

CHANTILLY, VA, United States
Information Technology

Senior ServiceNow Solution Architect

RESTON, VA, United States
Information Technology

SharePoint Developer (Journeyman)

ALEXANDRIA, VA, United States
Information Technology

NOC Analyst (Night Shift)

WASHINGTON, DC, United States
Information Technology

Java Mobile App Developer

ALEXANDRIA, VA, United States
Information Technology

Watch Officer/Network Monitor, Night Shift, TS/SCI & Poly Required

HERNDON, VA, United States
Information Technology

Watch Officer/Network Monitor, Day Shift, TS/SCI & Poly Required

HERNDON, VA, United States
Information Technology

Automated Tester

STERLING, VA, United States
Information Technology

Web Design Principal

SPRINGFIELD, VA, United States
Information Technology

Web Developer Principal

SPRINGFIELD, VA, United States
Information Technology

Systems/Network Administrator

SPRINGFIELD, VA, United States
Information Technology

Network Engineer

CHANTILLY, VA, United States
Information Technology

Database DBA - Senior

WASHINGTON, DC, United States
Information Technology

Information Security Analyst

ARLINGTON, VA, United States
Information Technology

Systems/Business Analyst

ARLINGTON, VA, United States
Information Technology

Cloud Governance SME

ARLINGTON, VA, United States
Information Technology

Network Governance SME

ARLINGTON, VA, United States
Information Technology

Oracle Database Administrator

WASHINGTON, DC, United States
Information Technology

Provide your information to receive jobs that fit you by keywords, location, and more,
and then receive great opportunities based on your skills and experience.

Join our Talent Network >