Service Desk Site Lead
The Service Desk Site Lead will serve as the primary escalation point for customer and technician issues and will interface with the Program Manager to drive process improvement and service delivery performance for the Army Research Laboratory in Adelphi, MD. The Service Desk (ESD) is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints.
This role is Remote from anywhere within the United States
Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts
Responsible for ticket assignment for completion
Responsible and leads for quality control processes, service improvement and performance monitoring, and problem management
Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests
Recommend system modifications to enhance the usability of Information Systems and network resources
Route and escalate requests to Tier III and other teams for quick customer issue resolution
Work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems
SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.
This role is Remote from anywhere within the United States
Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts
Responsible for ticket assignment for completion
Responsible and leads for quality control processes, service improvement and performance monitoring, and problem management
Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests
Recommend system modifications to enhance the usability of Information Systems and network resources
Route and escalate requests to Tier III and other teams for quick customer issue resolution
Work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems
SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.