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Service Desk Supervisor

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Job ID: 2010189
Location: COOKEVILLE, TN, United States
Date Posted: Jul 9, 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

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Job Description

Description

SAIC has an opening for a Tier I Service Desk Manager in Cookeville, TN!

The Service Desk Manager will act as oversight throughout the FAA Service Desk to manage operations, mentor employees and ensure proper function of Service Desk activities.

Responsibilities include, but are not limited to:

  • Motivate and lead the team to meet set goals and objectives   
  • Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development.  
  • Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation. 
  • Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports.
  • Interact daily with staff and/or functional peer groups and customers. 
  • Provide focus to staff by established policies and procedures and implements and administers policies that affect employees.

Qualifications

Required Education & Experience

  • Associates and seven (7) years or more experience, Bachelors and five (5) years or more experience
  • Experience in a service desk supervisor or lead role.
  • Ability  to perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development.  
  • Strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas.
  • Excellent customer service skills.  
  • Ability to exercise independent judgment within generally defined objectives and policies.   

 

Desired Skills & Experience

  • Experience with BMC Remedy or similar software
  • Experience with Microsoft office
  • Experience with Outlook


Certifications Required

Candidate must already hold the following certifications or be willing to obtain within 1 year of hire.

  • HDI Support Center Manager
  • ITIL v4 Foundation
  • KCS v6 Practices


Required Clearance

  • Must be able to obtain a public trust clearance prior to starting work.


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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