Service Desk Site Lead

SAIC • Oak Ridge, TN

2d • Remote

About The Position

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.

Requirements

• Primary escalation point for customer and technician issues
• Interface with Program Manager to drive process improvement and service delivery performance
• Serve as the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints
• 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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed