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IT Service Desk Supervisor

Company: SAIC
Location: Broomfield
Posted on: February 24, 2021

Job Description:

Description SAIC has an opening for an IT Service Desk Supervisor located in Broomfield, CO! Supervisor for the below role: Responsible for line management for Service Desk agents including timesheet approval, quality analytics, monthly one-on-ones for performance and behavior touch points. Also responsble for handling, leading and delegating escalated issues, being process and technical subject matter expert for less experienced and skilled ITSD agents, may assist in training issues, knowledge management and quality analysis as needed - also through Lead agents. Will relay pertenant information to Lead agents acting as a go-between from management to Lead agents and frontline agents. The Enterprise Service Desk (ESD) Specialist is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints 24/7/365. Provide prompt, courteous, and high-quality end user support services to the approximately 37,000 USACE customers located throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS). Responsible for troubleshooting of tickets to quickly resolve Tier 1/2 issues for end users of USACE's internal infrastructure as well as applications and systems owned by USACE. Ensure accurate triage, categorization, documentation, prioritization, escalating, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets. Ensure consistent incident, change, and problem life cycle processing. Interface with end users via telephone calls, chat, remote desktop, automated requests, electronic mail, and other means. Interact with NOSC, software systems engineering, and/or applications development teams to restore service and/or identify and correct core problem. Tickets that require technical support or root cause determination that exceeds Tier 1/2 support capabilities are escalated to higher level support teams for expedient resolution. Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents. Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support. Qualifications TYPICAL EDUCATION AND EXPERIENCE: Bachelors and five (5) years or more experience; Masters and three (3) years or more experience; additional experience in lieu of a degree will be considered. SECURITY+ certification necessary within 3 months of job acceptance. Secret Clearance required or able to obtain an interim Secret prior to starting Target salary range: $75,001 - $85,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

My SAIC Benefits . - provided by Dice

Keywords: SAIC, Broomfield , IT Service Desk Supervisor, Other , Broomfield, Colorado

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