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.