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IT Customer Support Team Lead

Job ID: 2111918
Location: QUANTICO, VA, United States
Date Posted: Dec 2, 2021
Category: Program Management
Subcategory: Project Analyst
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: TS/SCI
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No
Benefits: Click here

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Job Description

Description

SAIC is hiring an IT Customer Support Team Lead with an active TS/SCI in Quantico, VA.  The qualified candidate for this position will serve as the Team Lead for an IT Service Desk, and will work with individuals in Desktop Engineering, and maintainers of the Knowledge Base to establish requirements for an automated service desk infrastructure to support a major DoD agency.

 

Additional daily responsibilities may include:

  • Leading a team to ensure the IT infrastructure, applications and end user devices are operational and that adequate resources, processes, and communication are in place to meet service level requirements.
  • Supporting the business planning and implement new strategic initiatives to improve business processes and services that relate to customer support.
  • Exhibit a comprehensive understanding of customer needs, and help to define prioritization and sequencing or customer support activities.
  • Managing Service Desk staff and have excellent communications skills to lead key discussions with customers from both business and technical perspectives.

 

Qualifications

REQUIRED EDUCATION AND EXPERIENCE

  • Minimum of nine (9) years of experience with a Bachelor’s degree; OR, High School equivalent and 13+ years of experience.  
  • Minimum of five years of experience managing large teams of comprised of onsite and remote, geographically dispersed personnel performing IT Service Desk and/or Desktop Engineering requirements with a minimum of two years of experience as a technician performing IT Service Desk or Desktop Engineering requirements.
  • ITIL Foundation Level Certification (or higher) is required.

 

DESIRED EDUCATION AND EXPERIENCE

  • Experience as a technician performing advanced configurations with System Center Configuration Manager (SCCM)
  • Experience implementing process improvements or automations within an IT service desk, desktop engineering, and a unified communications environment.
  • Experience supporting VIP and Senior Government Executive customers with information and technology requirements.
  • Experience with ServiceNow system administration, configuration, form tailoring, business process automation, and third-party integration highly desirable
  • AA/AS in IT, Information systems, Engineering or Computer Science or commensurate Service Desk Certification Program or Military Service Performance

REQUIRED SECURITY CLEARANCE:

An active Top-Secret Clearance with SCI eligibility is required.

 




COVID Policy: Prospective and/or new employees are required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Where work is performed strictly at a customer site, customer site vaccination requirements preempt SAIC's vaccination policy.


Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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