Service Desk Supervisor

DescriptionSERVICE DESK SUPERVISORThe United States Army Reserve Command contract in Oak Ridge, TN has an opening for a Service Desk Supervisor. The successful candidate must be flexible in days and hours worked. This position requires the ability to obtain a DoD Secret security clearance.RESPONSIBILITIES:The successful candidate must be able to exercise independent judgment within generally defined objectives and policies, selecting methods and techniques for obtaining solutions. The successful candidate will oversee the appropriate development and retention of documentation and records. Must be able to communicate with other departments, upper management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation. Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals. The successful candidate will also be responsible for maintaining and following detailed operational procedures ensuring contract terms are met, and will continuously improve quality of service delivery and provide value added customer services. Previous personnel management to include leadership, coaching and mentoring skills required.Candidates should be proficient with a variety of domain/email account administration tools and familiar with standard corporate security policies. Must have the ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports. Must be able to maintain and follow detailed operational procedures. Improve quality of service delivery and provide value added customer services. Ensure project schedules and performance requirements are met. Contribute to the development of the organization's goals and objectives. Interact daily with staff and/or functional peer groups and customers. Must have strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions; must have superior written and verbal communication skills, as well as knowledge in standard service desk practices, ITIL, and ISO 9000.QualificationsREQUIRED EDUCATION AND EXPERIENCE:

Bachelor’s degree, additional experience in lieu of degree may be substituted

5+ years of progressively responsible experience

3+ years of managing/supervising service desk staff is required.

Experience in lieu of degree is acceptable. Recent management or supervisory experience within the previous 12 months is required.

REQUIRED CLEARANCE:

This position requires that all candidates have or are able to obtain a DoD Secret security clearance.

CERTIFICATION:

Security+ and ITIL certification required within 6 months from start date

DESIRED SKILLS:

Familiarity is expected in standard report and supervisory software such as Remedy, Excel, PowerPoint, knowledge base software, scheduling software, and Automatic Call Distribution (ACD) systems.

Experience in desktop and networking support, IT concepts and help desk software. Along with, Active Directory, Anti-virus, Remedy, VPN, financial management, knowledge management, quality assurance support, basictechnical writing, web support, and development.

DISLDesired QualificationsREQNUMBER: 1925789SAIC 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