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Service Desk Shift Lead

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Job ID: 207246
Location: WASHINGTON, DC, United States
Date Posted: Sep 14, 2020
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Evening Job
Travel: No
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No

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Job Description

Description

Position Description:

SAIC is seeking an IT Service Desk Shift Lead to support a large federal government agency. Employee will perform on-site, at a secure government location Sunday through Thursday on the mid-night shift. Employee will be required to provide occasional after-hours and weekend support during planned or unplanned events.

 
Description of Duties:
  • Lead activities as it relates to the IT Service Desk (Tier I/II), ensuring program and contract requirements are met.
  • Identify and analyze minor variances, provide feedback and recommend corrective actions.
  • Ensure staff time, attendance and performance objectives are met.
  • Serve as point-of-contact for emergent issues, both technical and administrative.
  • Ensure compliance with quality standards and escalate challenges to leadership.
  • Participate in and provide inputs to personnel management activities.

Qualifications

Required Education/Skills/Attributes:
  • Bachelors and five (5) years or more experience or no degree with additional years of experience in lieu of degree
  • Possess strong work commitment with the ability to maintain consistent and on-time presence at the work location.
  • Experience leading a 24x7 IT service desk with 10 or more program staff including direct labor, subcontractors and suppliers.
  • Experience in personnel management.
  • Ability to escalate program issues to management for assistance.
  • Ability to act independently while routinely being reviewed for soundness of judgment and overall quality and content.
  • Excellent oral and written communication skills.
  • Self-motivation, professional demeanor and accountability.
Desired Experience/Skills/Attributes:
  • Help Desk Institute (HDI) certification
  • ITIL Foundations Certification
  • ISO-20000
Clearance Requirement:
Secret clearance in order to start

Mid Shift (Sun - Thurs) (VG01424)


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 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 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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