Service Desk Lead

Service Desk Lead

SAIC, a leading provider of systems development & deployment, targeting & intelligence analysis, systems engineering & integration, and training capabilities and solutions for the Intelligence Community, is seeking creative and dedicated professionals to fulfill their career goals and objectives while delivering mission excellence on programs of national importance. We are looking for a highly motivated Service Desk Lead to join our National Intelligence Program leading the Service Desk team as part of a larger Enterprise IT program. The successful candidate is responsible for the overall performance and management of a Service Desk with 15+ team members within various shifts. The service Desk Lead supervises the day-to-day activities of Service Desk who are responsible for responding user requests by phone, email, and through an online portal. This position will be located in either Bethesda, MD or McLean, VA.

Key Responsibilities:

• Responsible for overall performance and management of a client facing Service Desk
• Lead monitoring and achievement of Service Desk contractual SLAs
• Provide timely responses to the customer including the creation of Service Desk reports and dashboard requests for internal and external stakeholders
• Create knowledge-based articles for standard services the Service Desk provides to customers
• Lead the priority 1 and priority 2 incidents including maintaining proper communication to the affected users
• Provide timely notifications of upcoming work such as security patching, enhancements to the environment, etc.
• Support ITIL practice areas such as IM, PM, and CSI
• Design and review Service Desk metrics to determine ways to improve quality of service
• Ensure the accuracy and completeness of ticket data, including categorization, prioritization, troubleshooting, and resolution details as well as spearhead the creation and maintenance of a robust knowledge base, documenting best practices, troubleshooting procedures, and common solutions
• Identify opportunities to streamline service desk workflows, implement automation tools, and leverage supported tools/technologies to enhance efficiency and productivity
• Provide a weekly report that include metrics, SLAs, and other service desk indicators
• Perform analysis and enhancement of available dashboards/reporting, track team assignments and drive incidents and service request tickets to closure
• 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
• Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development
• Ensure quality standards for Service Desk Incidents including accuracy of problem description, troubleshooting, resolution, etc.

Qualifications:

Required Education:

• Bachelors and eighteen (18) years or more experience; Masters and sixteen (16) years or more experience; PhD or JD and fifteen years or more experience

Desired Education:

• Bachelor's degree in Computer Science, Information Technology, or related experience

Clearance:

• Must be a U.S. Citizen and Possess an active TS/SCI clearance with Polygraph

Required:

• 5+ years' experience in Service Delivery Management and ITSM
• 8+ years' experience managing Service Desk teams of 15+ technicians
• 10+ years' experience troubleshooting incident tickets, collaborating to find issue resolutions, and documenting/reporting results
• Interact daily with staff and/or functional peer groups and customers
• 10+ years' experience developing and implementing standard operating procedures
• Excellent customer service skills and experience managing service desk SLAs
• Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals
• Excellent verbal and written communication skills
• Excellent problem-solving skills

Desired:

• ITIL certification
• Experience working with ServiceNow, Remedy, JIRA or other IT Service Management solutions

Target salary range: $200,001 - $240,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.