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Service Desk Supervisor

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Job ID: 214036
Location: WASHINGTON, DC, United States
Date Posted: Apr 15, 2021
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 Remote Work: Yes
Benefits: Click here

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Job Description

Description

SAIC is currently seeking a motivated, career and customer oriented Service Desk Supervisor to join our team to begin an exciting and challenging career with SAIC. This position can be worked remotely nationwide, but the D.C./ Southern Maryland / Northern Virginia area is preferred.

Description:

Manage, supervise and lead a team of Service Desk agents responsible to provide excellent customer service by supporting a proprietary BPM (business process management) solution. Directly supervise level 1 agents who serve as the initial point of resolution, as well as those tasked with level 2 support.

The Service Desk Supervisor ensures overall resolution of application problems that are submitted as queries by telephone, self-service ticket, email or live chat. Support may involve various components, both internal and external, including, but not limited to BPM application, desktop software, network, system/application access, computer hardware, and telecommunications systems.

Required actions to achieve target SLAs / SLOs will include tasks to diagnose, identify, isolate, and analyze problems utilizing and / or creating knowledge base, system documentation, and historical records. May interact with customer process owners or system support specialists.

Receives assignments in the form of objectives with goals and the process by which to meet goals.  Solutions include, but are not limited to, BPM application support, uninstalling/reinstalling basic software applications, resolving username and password problems, verifying proper hardware and software set up, resolving network connectivity issues and troubleshooting email issues.

Duties:

  • Provides direction to employees according to established policies and management guidance. 
  • Administers company policies that directly affect subordinate employees. Recommends changes to unit or sub-unit policies.  
  • Management reviews work to measure meeting of objectives.
  • Escalation point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications.
  • Assists with navigating around application menus, may be required to remote into customer's computer.
  • Administers and executes policies, processes, and procedures that affect subordinate employees and the workflow of the work unit. Leads daily operations of work unit. 
  • Assignments are task or activity oriented.  Work is reviewed for soundness of judgment and overall quality and efficiency.
  • 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.
  • Interacts internally primarily with subordinates and other supervisors.  External interactions typically with suppliers, vendors and/or customers for information sharing and basic problem resolution.
  • Functions independently and provides assistance to newer support agents and or addresses more complex problems that are challenging less experienced agents.
  • Responsible for agent schedules, skill coaching, and related staffing tasks.

Qualifications

Required Qualifications:

  • HS degree + 10 years prior Service Desk / Help Desk experience required, including lead or supervisor experience; or, AA Degree in related discipline + 7 years related experience; or Bachelor’s Degree and 5 years related experience; Masters and 3 years’ experience.
  • Must be US Citizen and possess ability to obtain Federal Government Public Trust Clearance prior to starting assignment.
  • Strong knowledge of general application troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
  • Knowledgeable of Active Directory to unlock and reset passwords.
  • Proficient with troubleshooting all Windows 7 and 10 Operating systems.
  • Ability to troubleshoot and resolve email issues, specifically MS Outlook.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.

Desired Qualifications:

  • Previous computer technical support is desired.
  • PEGA knowledge / experience is highly desirable.
  • ServiceNow knowledge / experience is highly desirable.

Target salary range: $65,001 - $75,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.


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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