Service Center Support Lead Job

Service Center Support Lead (Job Number:438421)


Seeking a Service Center Support Lead to support the implementation of IT shared services for a large government agency. The Service Center Support Lead reports to the End User Support Manager and provides day-to-day management of the IT service desk. The Service Center Support Lead serves as the single point-of-contact for all issues involving service desk support.

Primary Location: United States-Washington, D.C.
Potential for Teleworking: No
Travel: 10%
Shift: Day

Job Schedule: Full-time



- AA degree in related discipline and nine (9) years related experience; Or, High School and eleven (11) years related experience and related advanced certification.


- Clearance Level Must Currently Possess: None
- Clearance Level Must Be Able to Obtain: Other Clearance


- 1. Ability to provide daily supervision, direction, and task assignments to a multi-vendor, geographically distributed team of call center engineers performing 24/7 IT service desk functions to achieve SLAs for all service tiers (Standard Users, VIP/Premium Users, and Platinum Users).
- 2. Understanding of basic concepts related to the provision of IT customer service support through Tier I, Tier II and Tier III and associated escalation procedures.
- 3. Ability to develop staffing plans to minimize labor costs while achieving defined SLAs
- 4. Expertise in commercial service desk systems (e.g. Remedy or ServiceNow) to track and resolve all service requests.
- 5. Ability to perform supervisory functions including hiring, training, performance management, and salary administration.
- 6. Ability to update online knowledge management systems with incident analysis and resolution information.
- 7. Excellent verbal communication skills to coordinate with senior agency management and subcontractor team management.

- Experience providing service desk support for enterprises with at least 10,000 users.
- Managing service delivery to achieve defined SLAs. Experience performing supervisory functions.
- Knowledge of ITIL is required. ITIL certification is desired.

SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit For information on the benefits SAIC offers, see My SAIC Benefits. EOE AA M/F/Vet/Disability

Job Posting: Jul 17, 2018, 11:56:42 AM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: Yes, 10% of the time
Shift: Day Job
Schedule: Full-time
Full time
Washington, DC 20001, US