Service Desk Lead - Military veterans preferred



  full-time   employee

Oak Ridge
United States


SAIC has an opportunity for a Service Desk Lead in Oak Ridge, TN!

Responsibilities include, but are not limited to:

  • Act as a peer leader of FAA Service Desk agents to provide mentoring, guidance, coaching and track adherence of assigned Service Desk Agents.
  • Motivate and lead Service Desk Agents to meet set goals and objectives   
  • Communicate moderately complex or technical information, ideas and results effectively in both oral and written form
  • Interact daily with staff and/or functional peer groups and customers. 
  • Provide Tier 1 technical and procedural support to FAA users throughout the world (as needed).
  • Resolves technical problems and answers queries through various channels such as telephone, chat, email, and tickets submitted online. 
  • Diagnose, identify, isolate, analyze, and resolve problems utilizing technical skills, historical database records, and knowledgebase documentation. 


Required Education & Experience

  • High School and five (5) years or more experience, Associates or equivalent and three (3) years or more experience
  • Excellent customer service skills.    
  • Strong leadership and coaching skills
  • Knowledge to provide tier I technical support to computer customers needing assistance with general questions,  account administration (password resets and account unlocks), distribution of software and software troubleshooting, remote access and VPN support, and service/support request entry via an incident tracking system.
  • Ability to remotely troubleshoot user issues and determine what assistance is needed.
  • Ability to collect and document necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests at first contact.

Desired Skills & Experience

  • Experience with BMC Remedy or similar software
  • Experience with Microsoft office
  • Experience with Outlook

Certifications Required

Candidate must already hold the following certifications or be willing to obtain within 1 year of hire.

  • CompTIA A+
  • HDI Support Center Analyst
  • HDI Support Center Team Lead
  • KCS v6 Practices

Required Clearance

  • Must be able to obtain a public trust clearance prior to starting work.