SAIC has a contingent job opportunity for a Service Desk Lead in National Capital Region to support a Federal agency. Join SAIC’s team to provide end users seamless information technology experience leveraging efficient use of enterprise-centric solutions, modern technologies and industry best practices. Be part of the team defining the digital transformation journey for this federal agency.
The Service Desk Lead responsibilities can include:
Supervises the resolution of technical problems and manages a team of service desk personnel receiving support requests by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
Manages the diagnosis, identification, isolation, and analysis of problems utilizing historical database records.
Ensures the proper routing of calls to product line specialists, application, or system support specialists.
Ensures the maintenance and updates to records and tracking databases.
Alerts management to recurring problems and patterns of problems.
This position is contingent upon contract award.
Bachelor Degree required; BS in STEM or Business preferred.
Must have DOE Q might also need DOD TS Security Clearance.
Experience supporting both classified and unclassified IT environments.
Minimum of five (5) years or more experience with Enterprise IT Managed Services.
Experience in Enterprise IT Managed Services preferred supporting at least 100 sites and 3,000 end users.
ITIL v3 Foundation and ability to obtain the ITIL 4 Managing Professional certification within six months required.
Must be a US Citizen.
CONUS travel up to 10% of the time may be required.
Experience with National Nuclear Security Administration (NNSA) preferred.