IT Services Lead (Job Number: 321636)
The Defense and Maritime Solutions Business Unit is seeking an IT Services Lead for the Washington DC office.
Job Description: The IT Services Lead will be responsible for understanding and managing incident management and request for fulfillment oversight, client call tracking and resolution, customer interfaces, service level agreements, reporting, and ensuring work is performed consistent with our contractual metrics. Will be responsible for maintaining and follow detailed procedures to assure that contract metrics are met, and will develop strategies for improving customer services and quality of service delivery. Provides leadership and guidance to staff and serves as the principal contact for the VTC, Telecom and NMCI environments. Candidate will work closely with the Program Managers to provide solutions and procedures that adhere to ITIL standards. Provide advice and technical expertise to advance enterprise automation solutions. Monitor incident management database and follows up with assigned personnel to ensure timely resolution of incidents. Individual invokes problem escalation procedures to coordinate resolution/recover. Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
Candidate must ensure that daily, weekly, and monthly statistics, status reports are completed and continually modified to meet the needs of our MSC customer. Individual insures that decisions made to improve the overall customer support of the Telecom, VTC and NMCI environments. Other duties include internal process work, documentation, status reporting, Open, Closed and VIP incident reports and other tasks as required. Ability to lead multiple high priority initiatives in a fast paced highly technical environment.
Candidate must perform both technical and administrative supervision, including a full range of duties for employees supervised such as performance reviews, counseling, and employee development. Responsible for maintaining good customer relations.
Education Requirements: Bachelor’s degree or equivalent and 4+ years of related experience is required or 7 years of experience without a degree.
Active Secret clearance required.
ITIL certification preferred
SAIC is a FORTUNE 500® scientific, engineering, and technology applications company that uses its deep domain knowledge to solve problems of vital importance to the nation and the world, in national security, energy & environment, health and cybersecurity. The company's approximately 41,000 employees serve customers in the U.S. Department of Defense, the intelligence community, the U.S. Department of Homeland Security, other U.S. Government civil agencies and selected commercial markets. Headquartered in McLean, Va., SAIC had annual revenues of approximately $10.6 billion for its fiscal year ended January 31, 2012. For more information, visit www.saic.com. SAIC: From Science to Solutions®
Job Posting: Feb 7, 2013, 9:00:41 AM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Teleworking: No
Shift: Day Job
SAIC - 19 months ago
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SAIC, Inc. is a provider of scientific, engineering, systems integration and technical services and solutions to all branches of the United...