Service Desk Team Lead
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Job Description
Service Desk Team Lead overseeing 24/7 IT support, contractor performance, and service reporting for SAIC’s defense and mission technology services.
Responsibilities:
- Oversee daily operations of a 24/7 Service Desk
- Lead, coach, and manage performance for Service Desk staff and contractor personnel across 24/7 shift operations
- Monitor ticket queues, SLAs, KPIs, and service delivery metrics and generate performance reports
- Serve as the primary escalation point for high-priority incidents and complex technical issues
- Manage shift handovers and continuity of service across all shifts
- Liaise between client organizations and the outsourced service delivery team
- Participate in client review meetings and status briefings
- Ensure contractor personnel follow contractual obligations, organizational policies, and security protocols
- Champion ITIL v4 best practices and lead continual service improvement initiatives
- Maintain and update SOPs, knowledge base articles, and team training materials
- Coordinate 24/7 staffing schedules, shift assignments, on-call rotations, and workload distribution
- Develop, maintain, and deliver regular and ad-hoc operational reports using ServiceNow and Genesys
- Produce incident and service request trend analysis, SLA compliance and breach reporting, call volume and handle-time metrics, agent performance metrics, queue performance and abandonment reporting, executive dashboards, and management summaries
Requirements:
- Bachelor’s degree and nine (9) years or more experience; Master’s degree and seven (7) years or more experience; or PhD/JD and four (4) years or more experience
- 10+ years of progressive Service Desk / IT support experience, including experience supporting 24/7 help desk operations
- 3+ years working within an IT outsourcing environment with direct oversight of contractor personnel performance
- ITIL v4 Foundation Certification and HDI Manager-Level Certification required
- Significant hands-on experience with ServiceNow reporting, including building dashboards, performance analytics, and custom reports
- Significant hands-on experience with Genesys reporting, including real-time and historical reporting, workforce management data, and contact center analytics
- Ability to translate complex data into clear, actionable insights for technical and non-technical audiences
- Experience managing SLAs, KPIs, and service delivery metrics in a multi-vendor environment
- Ability to manage staffing, scheduling, and operational continuity across rotating shifts in a 24/7 environment
- Strong leadership, communication, and analytical skills with a customer-first mindset
- Ability to be available and responsive outside standard business hours for critical incidents, escalations, or operational disruptions
- Preferred: additional ITIL v4 certifications, government or large enterprise client experience, advanced ServiceNow Performance Analytics familiarity, Genesys Cloud CX or Genesys PureConnect experience, workforce management tools experience, and CompTIA, Microsoft, or Project Management certifications
- Preference for the resource to be based in Arlington, Virginia, or the East Coast time zone
Benefits:
- No benefits, perks, or compensation extras specified in the posting
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