Service Desk Supervisor

SAIC • Dallas, TX

7d

About The Position

SAIC is seeking an experienced Service Desk Team Supervisor to oversee daily operations of a 24/7 Service Desk, lead technical support analysts, and manage contractor personnel performance within an IT outsourcing environment. The supervisor is the primary escalation point for complex incidents and supports service excellence, SLA compliance, and continuous improvement across support functions. The role also produces, analyzes, and presents regular and ad-hoc operational reports using ServiceNow and Genesys.

Requirements

• Bachelor's degree and 10+ years of progressive Service Desk / IT support experience, including experience supporting 24/7 help desk operations.
• 3+ years working within an IT outsourcing environment with direct oversight of contractor personnel performance.
• ITIL v4 Foundation Certification or HDI Manager-Level Certification (required).
• Significant hands-on experience with ServiceNow reporting, including building dashboards, performance analytics, and custom reports.
• Significant hands-on experience with Genesys reporting, including real-time and historical reporting, workforce management data, and contact center analytics.
• Ability to translate complex data into clear, actionable insights for technical and non-technical audiences.
• Experience managing SLAs, KPIs, and service delivery metrics in a multi-vendor environment.
• Strong leadership, communication, and analytical skills with a customer-first mindset.
• Ability to be available and responsive outside standard business hours to support critical incidents, escalations, or operational disruptions.

Nice To Haves

• Additional ITIL v4 certifications (Managing Professional, Strategic Leader).
• Experience supporting government or large enterprise clients.
• Familiarity with advanced ServiceNow Performance Analytics modules.
• Experience with Genesys Cloud CX or Genesys PureConnect platforms.
• Experience with workforce management tools for 24/7 shift scheduling and forecasting.
• CompTIA, Microsoft, or Project Management certifications.

Responsibilities

• Liaise between client organizations and the outsourced service delivery team, participating in client review meetings and status briefings.
• Monitor ticket queues, SLAs, KPIs, and service delivery metrics, and generate regular performance reports.
• Serve as the primary escalation point for high-priority incidents and complex technical issues at any hour of operation.
• Ensure contractor personnel adhere to contractual obligations, organizational policies, and security protocols.
• Champion ITIL v4 best practices and lead continual service improvement (CSI) initiatives.
• Maintain and update SOPs, knowledge base articles, and team training materials.
• Develop, maintain, and deliver regular and ad-hoc operational reports using ServiceNow and Genesys, including incident and service request trend analysis; SLA compliance and breach reporting; call volume, handle time, and agent performance metrics; queue performance and abandonment rate reporting; and executive-level dashboards and management summaries.
• Manage staffing, scheduling, and operational continuity across rotating shifts in a 24/7 environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior