Description SAIC is pleased to announce an opening for the position of Technical Services Team Supervisor . We are seeking an experienced and motivated leader who is committed to driving team success, maintaining operational excellence, and fostering a positive work environment. This is an on call role with work schedule operations Sunday-Friday 8PM-6:30AM; these hours are subject to change. Ideal candidate will come from a leadership background who is able to adapt to a fast paced, changing environment. This role is a Hybrid/Remote role in Fort Huachuca, AZ, must be local to area to be considered.

JOB DUTIES

:

+ Primarily responsible for the professional development of team members through the performance management process.

+ Contribute to Help Desk Improvement by communicating observed gaps in team knowledge

+ Exercise independent judgment within generally defined objectives and policies.

+ Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation.

+ Responsible for maintaining and following detailed operational procedures ensuring contract terms are met and will continuously improve quality of service delivery and provide value added customer service.

+ Use of monitoring tools to provide feedback to team members.

+ Provide focus to staff by established policies and procedures and implements and administers policies that affect employees.

+ Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development.

+ Oversee the appropriate development and retention of documentation and records. Qualifications

REQUIREMENTS

:

Education and Experience:

+ Bachelors and two (2) years or more experience; Masters and 0 years related experience; Years of experience in Lieu of degree to be reviewed.

+ Must have the ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports. Interact daily with staff and/or functional peer groups and customers.

+ Previous experience with a variety of domain/email account administration tools and familiar with standard corporate security policies.

+ Must have strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions.

+ Excellent customer service skills and be well versed in the Service Desk environment.

+ Strong understanding of call metrics and the ability to motivate and lead a team that can meet set goals and objectives is a must.

+ Must have superior written and verbal communication skills, as well as knowledge in standard service desk practices, ITIL , and

ISO 9000.

+ Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals.

+ Ability to be available 24×7 for On-Call support.

+ Ability to work 9+ hour shifts.

Clearance:

+ Must be a U.S. Citizen.

+ Must have an Active Secret Clearance to start.

Certification :

+ CompTIA Security

DESIRED SKILLS

: + Familiar with standard report and supervisory software such as ServiceNow, Excel, PowerPoint, knowledge management software, and Automatic Call Distribution ( ACD ) systems. Experience in desktop and networking support, IT concepts and service desk software, Active Directory, Anti-virus, VPN , financial management, quality assurance support and basic technical writing skills. Please note that not all applicants will be selected for an interview.

REQNUMBER

: 2616463 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

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