1+ months

Help Desk Supervisor

Fort Collins, CO
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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


Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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Posted: 2018-12-14 Expires: 2019-02-18

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Help Desk Supervisor

SAIC
Fort Collins, CO
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