16 Oct
IT Customer Support Team Lead
Vacancy expired!
Job ID: 2111918
Location: QUANTICO , VA , US Date Posted: 2021-08-09Category: Program ManagementSubcategory: Project AnalystSchedule: Full-timeShift: Day JobTravel: NoMinimum Clearance Required: TS/SCIClearance Level Must Be Able to Obtain: NonePotential for Remote Work: NoDescription SAIC is hiring an IT Customer Support Team Lead with an active TS/SCI in Quantico, VA. The qualified candidate for this position will serve as the Team Lead for an IT Service Desk, and will work with individuals in Desktop Engineering, and maintainers of the Knowledge Base to establish requirements for an automated service desk infrastructure to support a major DoD agency. Additional daily responsibilities may include:- Leading a team to ensure the IT infrastructure, applications and end user devices are operational and that adequate resources, processes, and communication are in place to meet service level requirements.
- Supporting the business planning and implement new strategic initiatives to improve business processes and services that relate to customer support.
- Exhibit a comprehensive understanding of customer needs, and help to define prioritization and sequencing or customer support activities.
- Managing Service Desk staff and have excellent communications skills to lead key discussions with customers from both business and technical perspectives.
- Minimum of nine (9) years of experience with a Bachelor's degree; OR, High School equivalent and 13+ years of experience.
- Minimum of five years of experience managing large teams of comprised of onsite and remote, geographically dispersed personnel performing IT Service Desk and/or Desktop Engineering requirements with a minimum of two years of experience as a technician performing IT Service Desk or Desktop Engineering requirements.
- ITIL Foundation Level Certification (or higher) is required.
- Experience as a technician performing advanced configurations with System Center Configuration Manager (SCCM)
- Experience implementing process improvements or automations within an IT service desk, desktop engineering, and a unified communications environment.
- Experience supporting VIP and Senior Government Executive customers with information and technology requirements.
- Experience with ServiceNow system administration, configuration, form tailoring, business process automation, and third-party integration highly desirable
- AA/AS in IT, Information systems, Engineering or Computer Science or commensurate Service Desk Certification Program or Military Service Performance
Vacancy expired!