Service Desk Team Lead Job Listing at SAIC in Arlington, VA (Job ID 2610207)

Description

Description

SAIC is seeking a Service Desk Team Lead to support our federal customer. This exciting opportunity allows you to work alongside industry leaders, leveraging advanced technologies to support the mission of maintaining public confidence.

This position will require on-site work in Arlington, VA.

Responsibilities: 

• Provide ITIL 4-aligned leadership, ensuring the Service Desk team adheres to processes and meets service level agreements (SLAs).

• Comprehensive understanding Technical tools used for Service Desk operations including telephony systems, software, network, workforce management, and knowledge management.

• Practical knowledge of key service desk metrics including ASA, FCR, and CSAT

• Manage shift schedules, ensuring staffing and skill levels align with operational requirements 24/7/365.

• Implement and monitor queues to appropriately handle incidents and requests within established timelines.

• Coach, mentor, and support Service Desk analysts across shifts to ensure consistent service quality.

• Serve as an escalation point for complex issues, ensuring timely and thorough resolution.

• Continuously assess team performance, implementing corrective actions or additional training as needed.

• Coordinate regular training sessions on tools, technologies, and processes to ensure team competency.

• Own responsibility for incident escalation and service request fulfillment, from initiation to closure.

• Collaborate with designated stakeholders for escalations requiring additional technical or managerial oversight.

• Ensure effective ticket documentation, classification, and prioritization in line with ITIL standards.

• Generate and deliver operational reports, highlighting area performance metrics and process adherence.

• Monitor service desk efficiency through quality assurance techniques, such as live monitoring and ticket audits.

• Identify trends and recurring issues, driving the implementation of Continuous Service Improvement (CSI) initiatives.

• Liaise with internal and external stakeholders, including FDIC Service Delivery Designees and Change Control Leaders.

• Represent the Service Desk in customer-facing engagements, fostering alignment on objectives and deliverables.

• Collaborate with technical teams to resolve systemic issues affecting service delivery.

• Ensure Service Desk personnel are trained on relevant technologies and products that are supported.

• Collaborate with ITSM teams to enhance the capabilities and automation of the Service Desk's tools and processes.

Qualifications

Required Qualifications:

• Bachelors and 10  years or more experience; additional experience may be considered in lieu of degree. 

• Minimum 10 years experience in Service Desk Services

• Minimum 3 years management experience in an IT outsourcing environment

• ITIL 4 Foundations Certification or HDI Manager Level certification

• Strong understanding of Incident, Request, Change, and Problem Management processes.

• Excellent communication, leadership, and customer service skills.

• Ability to analyze data, identify trends, and recommend operational improvements.

• The ability to obtain and maintain a Public Trust