Service Desk Lead

Description

SAIC has a contingent job opportunity for a Service Desk Lead in National Capital Region to support a Federal agency.  Join SAIC’s team to provide end users seamless information technology experience leveraging efficient use of enterprise-centric solutions, modern technologies and industry best practices.  Be part of the team defining the digital transformation journey for this federal agency.

The Service Desk Lead responsibilities can include:

• Supervises the resolution of technical problems and manages a team of service desk personnel receiving support requests by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. 
• Manages the diagnosis, identification, isolation, and analysis of problems utilizing historical database records. 
• Ensures the proper routing of calls to product line specialists, application, or system support specialists. 
• Ensures the maintenance and updates to records and tracking databases. 
• Alerts management to recurring problems and patterns of problems.

This position is contingent upon contract award.

Qualifications

Qualifications

• Bachelor Degree required; BS in STEM or Business preferred.
• Must have DOE Q might also need DOD TS Security Clearance.
• Experience supporting both classified and unclassified IT environments.
• Minimum of five (5) years or more experience with Enterprise IT Managed Services.
• Experience in Enterprise IT Managed Services preferred supporting at least 100 sites and 3,000 end users.
• ITIL v3 Foundation and ability to obtain the ITIL 4 Managing Professional certification within six months required.
• Must be a US Citizen.
• CONUS travel up to 10% of the time may be required.
• Experience with National Nuclear Security Administration (NNSA) preferred.