Job ID: 2015618
Location: IDAHO FALLS, ID, United States
Date Posted: Oct 7, 2020
Category: Information Technology
Subcategory: Technical Svcs
Shift: Day Job
Minimum Clearance Required: Public Trust
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
SAIC seeks an experienced Help Desk Lead who is a customer-oriented IT professional to provide direct supervision of Call Center agents for a US Federal Government client. You will solve technical problems and provide support for all assigned areas. The goal is to make sure that customer service is maintained to their high standards. You will be responsible for ticket escalation (working advanced tickets) - escalating tickets to other teams (i.e.) networking team, datacenter team, etc. Managing SLA expectations, assigning tickets to engineers on your team, daily ticket reviews.
The successful candidate will be responsible for supervising and providing subject matter expertise support to a team of Call Center Help Desk agents performing the following:
Must have ITIL v3 certification or greater as a minimum, as well as Security +, have experience utilizing IT Service Management (ITSM) and be familiar with Microsoft/Mac/Linux and Mobile cellular device management. As this position supports a US Federal Government client, strong proficiency in English and US Citizenship is required. The successful candidate must be capable of obtaining and maintaining a Federal Government security clearance.
EDUCATION and/or EXPERIENCE
Four-year college or university degree desirable and at least four years of similar work experience in a supervisory or management role is required. Equivalent combination of education and experience of at least eight (8) total years is required.
SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.