Description
Description
SAIC has an opening for a Service Desk Team Lead billet in Arlington, VA. SAIC is recognized as an IT leader in the intelligence and law enforcement spaces. This exciting opportunity will be supporting the United States Marshals Services' unique mission needs. We are seeking an individual to join the team who is fully committed to the success of USMS programs and bringing the best innovation, implementation, and attitudes to bear to the position.
Description of Duties:
The Service Desk Team Lead is tasked with managing a team of Service Desk Technicians who provide first-line technical support to end-users, assisting with hardware, software, network, and other IT-related issues. The selected candidate is responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met. Additionally, the candidate will:
· Work effectively within a large team, working most closely with Service Desk Technicians, to drive service improvements
· Offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through a telephone, email and appointment-based service
· Develop effective working relationships with colleagues within and beyond IT Services, to ensure that a consistent, high-quality service is delivered by the Service Desk
- Demonstrate ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
· Lead the team of Service Desk Technicians in standard tasks including
o Diagnose and resolve technical issues related to hardware, software, network connectivity, printers, and mobile devices
o Escalate complex or unresolved incidents to appropriate support teams per escalation protocols
o Document all support interactions in the ServiceNow ticketing system with clear, accurate, and timely updates
o Assist in user account creation, password resets, and access management in Active Directory and other platforms
o Help end users with troubleshooting VPN connections
o Follow standard operating procedures for common support requests and troubleshooting
o Share new issues and solutions in the knowledge base to support team learning
o Provide excellent customer service by maintaining a professional and empathetic approach in all interactions
o Participate in team meetings, training sessions, and knowledge sharing to improve skills and service delivery
Qualifications
Required Experience/Skills/Attributes:
· Secret clearance or above
· Bachelor's degree or equivalent experience (Computer Science, IT, or related field preferred)
· At least 8 years of experience in a technical support or help desk role
- Experience of coaching and/or mentoring staff
- Experience of managing the work of others
- Knowledge and experience of best practice in customer service and/or IT service management
· Strong communication, problem-solving, and interpersonal skills
· Ability to prioritize and manage time effectively in a dynamic environment
· Position is onsite based on business needs
Desired Experience/Skills/Attributes:
· CompTIA A+, ITIL Foundations, or other relevant IT certifications
· Experience supporting users or working in a multi-location organization
· Exposure to Active Directory, Office 365, VPN, and remote desktop tools
· Knowledge of ITIL, ITSM frameworks, or MSP environments
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