Help Desk Supervisor

  • SAIC, Inc
  • Fort Sam Houston, San Antonio, TX, USA
  • Jul 20, 2021

Job Description

Description

This position is contingent upon contract award, expected Fall 2021.

SAIC is seeking an experienced Help Desk Supervisor to supervise and coordinate activities of Help Desk Specialists, Coordinators or Technicians. Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel. Assist computer users with hardware and software questions and problems.This position also fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems. 

 

Qualifications

Bachelors and ten (10) years or more experience will be considered. 

Advanced ITIL v4 CE – managing professional ideally and maybe strategic leader or HVIT as an alternative. The other imperative is normally  an HDI professional certification – like the HDI Support Center Manager or Director.

  • CISSP or CCNA certification required
  • Comp TIA A+ CE, Network + CE, or Security + CE, certification required Security + preferred
  • Experience using ITSM Ticketing tools (e.g. ServiceNow, Remedy) or similar ticketing systems to manage and track incidents preferred
  • Team management experience
  • Customer Facing Skills. Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues
  • Strong reporting skills
  • US Citizen with the ability to obtain a DOD Secret security clearance, priot to hire.