Help Desk Supervisor - Military veterans preferred

2018-12-12
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Fort Collins
Colorado
80521
United States

Description

JOB DESCRIPTION:  
SAIC is looking for a Help Desk Supervisor that will manage and provide IT support services to perform Tier 1 and Tier 2 Help Desk services on Government determined custom software applications. The Technical Lead will be responsible for supporting >28 widely used agency custom applications and help desk Tier 1 and Tier 2 support sufficient to respond to 7,800 support requests annually and is projected to increase to approximately 8,100 annually. This includes addressing reporting requirements and escalation metrics as well as managing multiple CONUS sites operating 24 x 7 x 365 comprising self service portal and live in person contact centers. This role also includes the management of incident tracking, service level management and problem resolution. Must be familiar with System Development Life Cycle (SDLC) guidance document. 

Qualifications

CLEARANCE REQUIREMENTS:

  • Must be a U.S. citizen 
  • Must have a Public Trust clearance
REQUIRED EDUCATION AND EXPERIENCE:
  • Bachelors Degree from an accredited four year college or university
  • Minimum 5 years of Help Desk experience 
  • Experienced in supervising overall operations of the help desk; ensuring standard methodology is followed and projects are successfully completed within resource constraints; and collaborated with other functions to ensure quality is maintained as well as developed metrics to adhere to service level agreements 
  • Must be familiar with System Development Life Cycle (SDLC) guidance document.

Desired skills

  • Certifications in ITIL, & DevSecOps