Full Time Employee
District of Columbia
Customer Service Lead (Job Number:425073)
The Customer Service Lead is responsible for leading and motivating a team of Service Desk and Deskside Technicians and to deliver excellent technical support with outstanding customer service within the agreed upon service level agreements and budgetary goals. This position has frequent contact with customers and other stakeholders at all levels of management. The successful candidate should have a proven track record in Service Desk Management, Incident and Problem Management, and proficiency in assessing impact of issues and troubleshooting issues. The ideal candidate must also be able to demonstrate a high level of competence in communication, process development and governance, collaboration, and Operational support.
The Service Desk Manager will:
Provide guidance and oversite to a 24x7x365 team of Service Desk and Deskside technicians to drive consistency and manage End User operations using ITIL and industry standard best practices while meeting budgetary goals.
Demonstrate the ability to manage a broad range of issues and high pressure situations.
Implement and maintain effective Service Desk processes.
Take an active role in challenging and recommending enhancements of existing processes and workflows, driving continuous improvement.
Manage the creation, distribution and analysis of End User Support reporting.
Establish & manage metrics and performance measurements for all Incidents and Service requests.
Execute against Service Level Agreements and facilitate feedback to team members on issues such as customer service, resolution, communication, and technical skill, in order to enhance the quality of support delivered.
Work with customers to develop and update plans for new product and service releases.
Collaborate effectively with various external and internal stakeholder groups to drive resolution of incidents and escalate as necessary.
Represent Service Desk and Deskside Support to all customers and stakeholders.
Clearance Level Must Possess: Other Clearance
Clearance Level Must be able to Obtain: Other Clearance
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor?s degree in information systems and 5+ years of progressively responsible experience or 7+ years of progressively responsible experience, including 3+ years specific IT Service/Help Desk experience in lieu of a degree.
Experience in End User Support management and Service Level Management.
Must have broad knowledge of IT systems, support policies and procedures.
Strong customer service skills and background supporting a technical service offering.
Strong knowledge of IT Service Management tools and ITIL best practices.
Proven ability to lead process improvement efforts, implement process changes, and improve productivity through process improvement.
Ability to define vision and goals for the team, and implement changes to meet goals.
Excellent communication, analytical, problem solving and technical writing skills.
Must have the ability to take initiative and maintain focus in a fast-paced environment while balancing customer multiple demands and shifting priorities.
DESIRED EDUCATION AND SKILLS:
Remedy and Service Now Incident/Problem/ Service Request/Asset Management Reporting System, VOIP (Interactive Intelligence);
Remote Access tools: Knowledgebase tools and experience in KB content and administration;
MS Excel and reporting tools,
HDI Support Center Manager Certification,
ITIL V3 Foundations Certification
SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC provides systems engineering and integration offerings for large, complex projects. Headquartered in McLean, Virginia, SAIC has approximately 15,000 employees and annual revenues of about $4.3 billion.
EOE AA M/F/Vet/Disability
Job Posting: Feb 9, 2017, 6:16:49 PM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: Other Clearance
Clearance Level Must Be Able to Obtain: Other Clearance
Potential for Teleworking: No
Shift: Day Job