Technical Services Team Supervisor

SAIC is pleased to announce an opening for the position of Technical Services Team Supervisor. We are seeking an experienced and motivated leader who is committed to driving team success, maintaining operational excellence, and fostering a positive work environment. This is an on call role with work schedule operations Sunday-Friday 8PM-6:30AM; these hours are subject to change. Ideal candidate will come from a leadership background who is able to adapt to a fast paced, changing environment.

This role is a Hybrid/Remote role in Fort Huachuca, AZ, must be local to area to be considered.

JOB DUTIES

• Primarily responsible for the professional development of team members through the performance management process.
• Contribute to Help Desk Improvement by communicating observed gaps in team knowledge
• Exercise independent judgment within generally defined objectives and policies.
• Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation.
• 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 service.
• Use of monitoring tools to provide feedback to team members.
• Provide focus to staff by established policies and procedures and implements and administers policies that affect employees.
• Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development.
• Oversee the appropriate development and retention of documentation and records.

REQUIREMENTS

Education and Experience

• Bachelors and two (2) years or more experience; Masters and 0 years related experience; Years of experience in Lieu of degree to be reviewed.
• 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. Interact daily with staff and/or functional peer groups and customers.
• Previous experience with a variety of domain/email account administration tools and familiar with standard corporate security policies.
• Must have strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions.
• Excellent customer service skills and be well versed in the Service Desk environment.
• Strong understanding of call metrics and the ability to motivate and lead a team that can meet set goals and objectives is a must.
• Must have superior written and verbal communication skills, as well as knowledge in standard service desk practices, ITIL, and ISO 9000.
• Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals.
• Ability to be available 24x7 for On-Call support.
• Ability to work 9+ hour shifts.

Clearance

• Must be a U.S. Citizen.
• Must have an Active Secret Clearance to start.

Certification

• CompTIA Security +

DESIRED SKILLS

• Familiar with standard report and supervisory software such as ServiceNow, Excel, PowerPoint, knowledge management software, and Automatic Call Distribution (ACD) systems. Experience in desktop and networking support, IT concepts and service desk software, Active Directory, Anti-virus, VPN, financial management, quality assurance support and basic technical writing skills.

Please note that not all applicants will be selected for an interview.