Job DescriptionSAIC is proud to support the Federal Deposit Insurance Corporation (FDIC) under the Infrastructure Support Services (ISS) contract. We are seeking an experienced Technical Services Supervisor who will manage and supervise a team of technical professionals providing operational and technical support for our Client. This position ensures the successful delivery of IT and technology-related services in accordance with contract requirements, organizational goals, and industry best practices. The supervisor will work closely with SAIC and FDIC stakeholders to ensure client satisfaction and seamless operations while fostering collaboration, performance excellence, and innovation within the technical team.
Key Responsibilities:
- Lead and manage a team of technical support staff, ensuring alignment with program technical objectives and contract deliverables.
- Provide mentorship, performance feedback, and professional development opportunities for team members.
- Oversee workload distribution to ensure proper resource allocation and timely task completion.
- Oversee the day-to-day operations of technical services provided to FDIC, ensuring efficiency and compliance with SLAs (Service Level Agreements).
- Manage support requests, incident responses, troubleshooting activities, and escalations.
- Implement and monitor service delivery frameworks to improve efficiency and outcomes.
- Serve as a direct point of contact for stakeholders for technical service issues, concerns, and feedback.
- Proactively address customer needs, resolve issues, and provide status updates to ensure client satisfaction.
- Ensure all services are delivered in compliance with program policies, procedures, security standards, and federal regulations.
- Develop, maintain, and update technical documentation, such as Standard Operating Procedures (SOPs), workflow diagrams, and service logs.
- Prepare and submit regular performance reports against key performance indicators (KPIs) and contract milestones.
- Identify opportunities for process optimization, system enhancements, and technology upgrades to better meet FDIC's objectives.
- Collaborate with IT teams and external vendors for testing, deployment, and integration of new tools, systems, or applications.
- Act as a key escalation point for high-priority incidents and facilitate a rapid response to minimize downtime.
QualificationsRequired Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field (equivalent work experience may be considered in lieu of a degree).
- At least 10+ years of experience in IT/technical support services, with a minimum of 2 years in a supervisory/management role.
- Strong understanding of IT service delivery models, especially in a federal agency or highly regulated environment, and working knowledge of FDIC programs or similar frameworks.
- Experience managing service-level agreements (SLAs), KPIs, and performance trackers.
- ITIL v4 Foundation Certification
Preferred Qualifications:
- Experience providing technical or IT services under government/military contracts.
- Knowledge of NIST guidelines, federal IT regulations, and cybersecurity frameworks.
- ITIL or other service management certification (e.g., ITIL Foundation, PMP, CISSP, or related certifications).
- Experience working with IT systems, tools, and software relevant to the FDIC environment (e.g., Microsoft Office 365, cloud platforms, ticketing and monitoring systems).
Security Clearance Requirements: - Must be able to obtain and maintain a Public Trust clearance
- U.S. Citizenship is required
Location: 100% on-site in Washington D.C.
Shift is 7:00 a.m. to 3:30 p.m.
