Technical Services Supervisor

  • SAIC, Inc
  • Broomfield, CO, USA
  • Jul 01, 2021

Job Description

Description

SAIC is seeking a Service Desk Manager to support a Federal Government client, in Broomfield, CO. 

Note: The successful candidate must be flexible in days and hours worked.

Job Duties:

  • Exercise independent judgment within generally defined objectives and policies.  
  • Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation.
  • Responsible for maintaining and following detailed operational procedures ensuring contract terms are met, and will continuously improve quality of service delivery and provide value added customer service.
  • Provide focus to staff by established policies and procedures and implements and administers policies that affect employees.
  • Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development. 
  • Oversee the appropriate development and retention of documentation and records.

 

Qualifications

Required Education and Experience:

  • HS/GED and 14 years of experience OR Bachelor’s degree and 8+ years of progressively responsible experience.
  • US Citizen with the ability to obtain a Public Trust Clearance.
  • Possess or have the ability to obtain HDI Service Center Manager and ITIL certifications.
  • Minimum 5+ years of managing/supervising service desk staff.
  • Experience in oversight and overall management of Service Desk and Deskside preferably with personnel located in multiple locations.
  • Recent management or supervisory experience within the previous 12 months is required.
  • Must have the ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports.  Interact daily with staff and/or functional peer groups and customers. 
  • Previous experience with a variety of domain/email account administration tools and familiar with standard corporate security policies. 
  • Must have strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions.
  • Excellent customer service skills and be well versed in the Service Desk environment to include managing SLAs. 
  • Strong understanding of multi-channel Service Desk metrics and the ability to motivate and lead a team that can meet set goals and objectives is a must. 
  • Must have superior written and verbal communication skills, as well as knowledge in standard service desk practices, ITIL, and ISO 9000.
  • Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals.

Desired Experience

  • Familiar with standard report and supervisory software such as ServiceNow, Google Docs, Excel, PowerPoint, knowledge management software, and Automatic Call Distribution (ACD) systems.
  • Experience in desktop and networking support, IT concepts and service desk software, Microsoft Office O365, Active Directory, Anti-virus, VPN, financial management, quality assurance management, Incident Management, Problem Management, and basic technical writing skills.

Target salary range: $75,001 - $100,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.