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Service Desk Supervisor

Job ID: 2015910
Location: AUGUSTA, GA, United States
Date Posted: Oct 14, 2020
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No

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Job Description

Description

We are seeking a motivated and customer oriented Service Desk Supervisor to join our team to begin an exciting and challenging career with SAIC.


JOB DESCRIPTION: 


Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. Additionally, may interact with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee). 


LEADERSHIP AND MANAGEMENT: 


Directly supervises individual contributors (skilled technicians, administrative support) and/or entry level professionals (accountants, entry-level engineers) 


N/A PROBLEM COMPLEXITY: 


Administers and executes policies, processes, and procedures that affect subordinate employees and the workflow of the work unit. Leads daily operations of work unit. 


FREEDOM TO ACT: 


Assignments are task or activity oriented. Work is reviewed for soundness of judgment and overall quality and efficiency. 


IMPACT: 


Decisions impact work unit operations. Erroneous decisions or recommendations or failure to achieve results might cause delays in schedules and require the allocation of more people and financial resources. 


LIAISON: 


Interacts internally primarily with subordinates and other supervisors. External interactions is typically with suppliers, vendors and/or customers. Primary purpose of liaison is information sharing and basic problem resolution.

Qualifications

TYPICAL EDUCATION AND EXPERIENCE: Bachelors and five (5) years or more experience; Masters and three (3) years or more experience; PhD and 0 years related experience. Must be able to obtain a Secret DoD Clearance.



Overview

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.

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