Description
SAIC is seeking an experienced Service Desk Team Supervisor to oversee daily operations of a 24/7 Service Desk, lead a team of technical support analysts, and manage contractor personnel performance within an IT outsourcing environment. This role serves as the primary escalation point for complex incidents while driving service excellence, SLA compliance, and continuous improvement across all support functions. A critical component of this role is the ability to produce, analyze, and present regular and ad-hoc operational reports utilizing ServiceNow and Genesys platforms.
Key Responsibilities
Liaise between client organizations and the outsourced service delivery team, participating in client review meetings and status briefings
Monitor ticket queues, SLAs, KPIs, and service delivery metrics, generating regular performance reports
Serve as primary escalation point for high-priority incidents and complex technical issues at any hour of operation
Ensure contractor personnel adhere to contractual obligations, organizational policies, and security protocols
Champion ITIL v4 best practices and lead continual service improvement (CSI) initiatives
Maintain and update SOPs, knowledge base articles, and team training materials
Develop, maintain, and deliver comprehensive regular and ad-hoc operational reports utilizing ServiceNow and Genesys, including but not limited to:
Incident and service request trend analysis
SLA compliance and breach reporting
Call volume, handle time, and agent performance metrics
Queue performance and abandonment rate reporting
Executive-level dashboards and management summaries
Qualifications
Bachelor's and 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 OR 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
Demonstrated ability to translate complex data into clear, actionable insights for both technical and non-technical audiences
Proven experience managing SLAs, KPIs, and service delivery metrics in a multi-vendor environment
Demonstrated 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 of standard business hours to support critical incidents, escalations, or operational disruptions
Preferred:
Additional ITIL v4 certifications (Managing Professional, Strategic Leader)
Experience supporting government or large enterprise clients
Familiarity with advanced ServiceNow Performance Analytics modules
Experience with Genesys Cloud CX or Genesys PureConnect platforms
Experience with workforce management tools for 24/7 shift scheduling and forecasting
CompTIA, Microsoft, or Project Management certifications
Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
REQNUMBER: 2618185
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 M/F/Vet/Disability
