IT Customer Support Team Lead

  • SAIC, Inc
  • Quantico, VA 22134, USA
  • Aug 10, 2021

Job Description

Description

SAIC is hiring an IT Customer Support Team Lead in Quantico, VA.  The qualified candidate for this position will serve as the Team Lead for an IT Service Desk, and will work with individuals in Desktop Engineering, and maintainers of the Knowledge Base to establish requirements for an automated service desk infrastructure to support a major DoD agency. The IT Customer Support Team Lead will lead a team to ensure the IT infrastructure, applications and end user devices are operational and that adequate resources, processes, and communication are in place to meet service level requirements.

 

The IT Customer Support Team Lead will provide support in business planning and implement new strategic initiatives to improve business processes and services that relate to customer support. The IT Customer Support Team Lead must have a comprehensive understanding of  customer needs, and help to define prioritization and sequencing or customer support activities. The IT Customer Support Team Lead must have experience managing Service Desk staff and have excellent communications skills to lead key discussions with customers from both business and technical perspectives.

 

Qualifications

  • An active Top-Secret Clearance with SCI eligibility is required.
  • Bachelor’s degree and 9+ years of experience; OR, High School equivalent and 13+ years of experience.  
  • Minimum of five years of experience managing large teams of comprised of onsite and remote, geographically dispersed personnel performing IT Service Desk and/or Desktop Engineering requirements with a minimum of two years of experience as a technician performing IT Service Desk or Desktop Engineering requirements.
  • ITIL Foundation Level Certification (or higher) is required.

 

Desired Qualifications:

  • Experience as a technician performing advanced configurations with System Center Configuration Manager (SCCM)
  • Experience implementing process improvements or automations within an IT service desk, desktop engineering, and a unified communications environment.
  • Experience supporting VIP and Senior Government Executive customers with information and technology requirements.
  • Experience with ServiceNow system administration, configuration, form tailoring, business process automation, and third-party integration highly desirable
  • AA/AS in IT, Information systems, Engineering or Computer Science or commensurate Service Desk Certification Program or Military Service Performance