Service Desk Supervisor

Job ID:

Location: NAPLES, Compania, IT

Date Posted:

Category: Information Technology

Subcategory: Technical Support

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: Secret

Clearance Level Must Be Able to Obtain: None

Potential for Remote Work: No

Description

SAIC is currently seeking a Service Desk Supervisor to support the Navy's Service Management, Integration and Transport Program (SMIT) in Naples, Italy.

Job Responsibilities:

• The Service Desk Supervisor (SDS) role is to enhance customer satisfaction by ensuring effective service delivery from the Service Desk and to act as an advocate for the account assigned
• The SDS is closely aligned to the Program Manager and Deputy PM and the needs of the client
• The SDS serves as an escalation point for issues related to current services and is accountable for improvement opportunities at the Service Desk
• The SDS is responsible for planning, developing, organizing and directing technical training of employees and customers in the installation, operation and maintenance of the company's products and services
• Works with Program Managers, technical support and all other program positions the successful operation of the service desk. Establishes, coordinates and manages employee onboarding, training, standards and schedules, and adherence to service desk metrics
• Analyzes trends and adjusts business operations as necessary and provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering
• May be involved in customer installation and training and provides support to customer/users where the product is highly technical or sophisticated in nature
• Generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background
• Identifies and assembles the appropriate blend of resources to meet project needs and requirements, including sub-contractor selection. Plan, schedule, monitor, and report on activities related to the project
• Interacts with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources

LEADERSHIP AND MANAGEMENT: Manages experienced professionals (e.g., engineers, scientists, financial analysts) who exercise discretion and independent judgement performing assignments. Often heads one or more sections of a small department.

SCOPE: Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Provides guidance to subordinates within the latitude of established company policies. Recommends changes to policies and establishes procedures that affect immediate organization.

PROBLEM COMPLEXITY: Interprets and administers policies, processes, and procedures that may affect section.

Interacts frequently with internal personnel and outside representatives at various levels. Participates and presents at meetings. Interaction typically concerns resolutions of operational and scheduling issues. Often plays a key role in cooperative effort among members of a project team made up of representatives from other departments.

The SDS supervises in the management of the performance of the SD by:

• Actively participates in client status calls
• Keeps track of commitments, ensures SD performance against committed activities
• Ensures continuous process improvements to support improved performance levels
• Responsible for account profitability management as related to the service desk operations
• Primary account contact for the service desk operation
• Collaborates with PM and DPM to ensure customer satisfaction and service level attainment, while meeting financial goals
• Acts as first point-of-contact for breakdown in the problem escalation process
• Provides a single point-of-contact for day-to-day Service Desk activities, including service issues and questions
• Engages in proactive service delivery activities
• Participates in capacity/demand planning
• Collaborates with other groups in handling and responding to client issues, account problem analysis and making requested service improvements
• Updates Help Files per account based on technology and client changes
• Works with Knowledge Management to ensure Help Files and KM databases are accurate and reflective of the current processes, procedures, account requirements, and technical content
• Accountable for Business Continuity of Account

Operations Management

• Accountable for account SLO attainment
• Accountable for driving the productivity of delivery team of the service desk (incident mitigation, first contact resolution, AHT, etc.)
• Accountable for SD portion or account margin target attainment
• Drives client satisfaction on desk
• Works to ensure appropriate staffing needs for new work or reduced work on the account

Client/PMO Relationship Management

• Acts as one of the primary points of contact for the service desk to the client
• Serves as an expert to the Program Management Office(PMO) for the client as the service desk leader
• Collaborates with other teammates on ways to improve delivery on the desk
• Attends calls with the other members of the account team to drive overall account health
• Attends client calls as needed to deliver service to contracted terms

Qualifications

Required Education:

• Bachelor's degree required

Required Experience:

• At least 9 years working in a service desk/contact center environment

Required Certifications:

• Security+ certification
• Win 10 certification
• Process based certification such as Lean Six Sigma, PMP, ITIL, etc.

Required Clearance:

• Secret clearance
• US Citizenship required