Customer Support Supervisor/IT Helpdesk Job

8/4/17
SAIC (www.saic.com)
Other

/yr

  Full Time   Employee


Fort Gordon
Georgia
United States

Customer Support Supervisor/IT Helpdesk (Job Number:425671)

Description:



SAIC has a contingent job opportunity for an IT Help Desk Supervisor. This position will be supporting an ARMY customer at Fort Gordon, GA, and is contingent upon conract award.

The Customer Support Supervisor/IT Helpdesk will:

- Supervise team of 10-15 Helpdesk support technicians, at main and remote sites/clinics.
- Be point of contact for all concerns related to helpdesk support staff.
- Be responsible for monitoring and identification of service delivery constraints and develop solutions for resolving.
- Implement IT customer support functions based on ITIL and CPI concepts, such as process design, review, revision and knowledge base management.
- Use Remedy ARS and other tools to monitor and evaluate trends in customer support and develop appropriate scheduling and workflow processes.
- Monitor Remedy survey results and follow up on customer complaints, providing feedback to employees, customer management, and contract's COR.
- Act as Change Advisory Board advisor for IMD.

Qualifications:
CLEARANCE REQUIREMENT:
Clearance Level Must Be Able to Obtain: Secret

REQUIRED EDUCATION AND EXPERIENCE:

- Must have IT related Bachelor's Degree from an accredited institution.
- In addition to educational requirement, a minimum of four (4) years of related experience
- ITIL Foundations V3 certification (or later).
- CompTia A+ certification PLUS either Network + or Security+ certifications.
- Microsoft Certified Technology Specialist (MCTS) certification.
- 5 years Supervisory experience, with 4 of the 5 years in an IT Helpdesk/Customer Service Center environment.
- Ability to develop and deliver presentations to IMD and other audiences for both large and small groups.

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: Mar 1, 2017, 4:40:09 PM
Primary Location: United States-GA-FORT GORDON
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Secret
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time

 

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