Service Desk Supervisor

SAIC is seeking a Service Desk Supervisor. This role will be primarily remote, but will require occasional attendance onsite in Sterling, Virginia. This position is in support of U.S. Customs and Border Protection (CBP) ITI Program supporting team members across the United States. Service Desk Supervisor is responsible for managing the Help Desk subtask on the contract. The Help Center focuses on break-fix support of License Plater Readers, sensors, strobes, signage, etc., located at ports of entry into the United States.

The Service Desk Supervisor determines how to use team resources to meet incident management schedules, goals, and service levels, and provides guidance to and leads and motivates a large team of Service Desk Agents, Subject Matter Experts (SMEs), Data Analysts, and Business Analysts to meet SLAs and provide excellent customer service.

Duties and Responsibilities:

• Manage Service Desk Agents and Dispatch processes in support of all CBP and Border Patrol sites.

• Lead and provide daily oversight to experienced help desk support personnel to support Director, Division Chiefs, Branch Chiefs, and Port Directors.

• Develop, document, and maintain help desk support procedures. Procedures must meet agency requirements, conform to ITIL, and adhere to Government ITI policies.

• Coordinate with the service desk and all other necessary Contractors, third party, and CBP support organizations to manage all onsite technical support requests to resolution and closure.

• Ensure service desk agents coordinate with site personnel to schedule onsite technical support visits in response to an escalated incident or service request in accordance with SLAs.

• Update inventory and configuration management records daily to reflect completed service requests.

• Coordinate Tier 3 personnel response to escalated tickets.

• Troubleshoot, diagnose, and resolve incidents for all deployed equipment including, but not limited to, removing and/or repairing physically broken or inoperable devices.

• Maintain a level of onsite technical support and provide for knowledge sharing to ensure familiarity with the environment, ticket management, communication, and accountability.

• Develop and maintain ITI support knowledge base.

• Focus on process improvement by recommending improvements to support O&M dashboard tools, processes, and systems.

Required Qualifications:

• Bachelor's and five (5) years or more experience; Master's and three (3) years or more experience; Additional experience can be considered in lieu of a degree.

• Previous direct Help Desk experience.

• Experience with Service Now.

• Experience with SLAs.

• Excellent leadership, management, and communication skills.

• Experience managing a remote team.

Desired Qualifications:

• 2 years of leadership experience.

Citizenship / Clearance Qualifications:

• US Citizenship is required.

• Candidate must be able to obtain DHS Public Trust prior to starting work.

• Successful completion of drug screen prior to starting.