Job ID: 215491
Location: COOKEVILLE, TN, United States
Date Posted: May 5, 2021
Category: Wage Determination (SCA)
Subcategory: Service Contract Act
Shift: Day Job
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Benefits: Click here
SAIC is looking to add a Service Desk Lead to our team supporting HHS in Cookeville, TN.
The Service Desk Lead will provide leadership, mentoring, and in-depth day-to-day technical guidance and management oversight to a team of Service Desk Tier 1 and Tier 2 personnel. The well-qualified candidate will possess and apply sound management principles to set the tone and pace for the maturation of the organization. The candidate must be a self-starter, providing leadership, technical direction and supervision to personnel supporting the operations and maintenance activities across the enterprise. The candidate must be capable of evaluating service performance metrics, communicating system performance, and leading teams in response to incidents/problems, performing risk assessments, and managing and directing operational staff as needed to ensure managed programs are performing optimally. Candidates must be able to meet or exceed all operational and performance based metrics associated with the incident and service request process, as well as ensure all critical/high and/or VIP incidents or service requests are attended to or resolved promptly and efficiently within service level targets.
The Service Desk Lead will actively monitor call and ticket queues to ensure customer calls and tickets are promptly addressed, as well as regularly monitor, review, and analyze operational and performance based metrics to determine/recommend opportunities for improvement and/or training initiatives. The SD Lead will ensure all incident and service request tickets are thoroughly documented per SOPs to include analysis of the incident/service request, troubleshooting and resolution steps takes, and follow up with customers (as necessary). They will ensure all incidents and service requests are promptly escalated across Tiered support per SOPs.
The Service Desk Lead also must ensure all support personnel Service Desk and Systems provide prompt and professional service to customers and provide guidance to support staff as required. They will maintain enterprise awareness of system maintenance and outages, as well as world events that could influence IT operations. In addition, they will communicate all planned/unplanned service outages to management, Senior Leadership supporting the IT Operations Center. Frequently communicate with Program Manager on upcoming projects, system maintenance activities, and unplanned events to ensure Service Desk and Systems staff are prepared to support the Department. They will also identify, notify, and address operational deficiencies with Program Manager. The service desk lead will promptly notify management of potential system problems or customer issue. Ensure all required reporting is completed correctly, edited, proofread and ready for dissemination.
On Call requirement. Every four weeks, for a week at a time. OT will be paid if necessary.
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.