SAIC

Service Desk Site Lead

SAIC • $75K — $95K *
Oak Ridge, TN 37831Hybrid
Education, Government & Non-Profit
5 - 7 years of experience
2 days ago
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • BA/BS in computer science or information technology required; additional relevant experience may substitute for degree.
  • 6+ years in IT or Service Desk roles necessary; 10+ years preferred.
  • Previous leadership experience within a technical team highly advantageous.
  • Must possess an active Secret clearance due to security requirements.
  • IAT Level II Certification (CompTIA Security+ CE) needed for compliance.

Responsibilities

  • Oversee Tier I and Tier II ticket management and quality assurance.
  • Assign tickets for completion and ensure service delivery standards are met.
  • Lead quality control processes and monitor service improvements.
  • Provide Tier II support for PC, server, and mainframe application requests.
  • Recommend enhancements to improve Information Systems usability.
  • Route and escalate requests to Tier III teams for quicker resolutions.
  • Collaborate with various technical teams to troubleshoot and resolve issues.

Benefits

  • Remote work flexibility from anywhere within the United States.
  • Opportunity to work in a project with the Army Research Laboratory.
  • Engagement with multiple technical teams for holistic support.
  • Possibility for professional growth in an IT leadership role.
Full Job Description
Job Description

The Service Desk Site Lead will serve as the primary escalation point for customer and technician issues and will interface with the Program Manager to drive process improvement and service delivery performance for the Army Research Laboratory in Adelphi, MD. The Service Desk (ESD) is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints.

This role is Remote from anywhere within the United States
  • Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts
  • Responsible for ticket assignment for completion
  • Responsible and leads for quality control processes, service improvement and performance monitoring, and problem management
  • Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests
  • Recommend system modifications to enhance the usability of Information Systems and network resources
  • Route and escalate requests to Tier III and other teams for quick customer issue resolution
  • Work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems


Qualifications

EDUCATION AND EXPERIENCE:
  • Must have a BA/BS in computer sciences or information technology and 6+ years of experience; additional experience may be considered in lieu of a degree
  • Preference of at least ten (10+) years of relevant experience working in an IT or Service Desk environment
  • Prior leadership of a technical team highly preferred


CLEARANCE REQUIREMENT:
  • Must have an active Secret clearance. Citizenship required


CERTIFICATION REQUIREMENT:
  • IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE)


About SAIC

Science Applications International Corporation (SAIC) is a technology integrator in the technical, engineering, intelligence, and enterprise information technology markets. SAIC has approximately 26,000 employees and operates in more than 70 countries. The company was founded in 1969 and is headquartered in Reston, Virginia. SAIC provides services to the U.S. government, including the Department of Defense, the intelligence community, and civilian agencies. The company also serves commercial customers in the healthcare, energy, and financial services sectors.
Learn more about SAIC
Size
26,000 employees
Market Cap
$6 billion
Industry
Information Technology
Net Income
$206 million
Founded
1969
5 Year Trend
+10.7%
Revenue
$6.8 billion
NASDAQ
SAIC
* Ladders Estimates

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