Job ID: 214036
Location: WASHINGTON, DC, United States
Date Posted: Apr 15, 2021
Category: Information Technology
Subcategory: Technical Svcs
Shift: Day Job
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes
Benefits: Click here
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.
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.
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.