Technical Services Supervisor

SAIC•Arlington, VA

About The Position

SAIC is proud to support the Federal Deposit Insurance Corporation (FDIC) under the Infrastructure Support Services (ISS) contract. We are seeking an experienced Technical Services Supervisor who will manage and supervise a team of technical professionals providing operational and technical support for our Client. This position ensures the successful delivery of IT and technology-related services in accordance with contract requirements, organizational goals, and industry best practices. The supervisor will work closely with SAIC and FDIC stakeholders to ensure client satisfaction and seamless operations while fostering collaboration, performance excellence, and innovation within the technical team.

Requirements

Experience managing and supervising a team of technical professionals.
Experience providing operational and technical support.
Knowledge of IT and technology-related services.
Familiarity with contract requirements, organizational goals, and industry best practices.
Ability to work closely with stakeholders to ensure client satisfaction and seamless operations.
Skills in fostering collaboration, performance excellence, and innovation.
Experience with Service Level Agreements (SLAs).
Experience managing support requests, incident responses, troubleshooting, and escalations.
Experience implementing and monitoring service delivery frameworks.
Experience serving as a point of contact for stakeholders.
Ability to proactively address customer needs and resolve issues.
Knowledge of program policies, procedures, security standards, and federal regulations.
Experience developing and maintaining technical documentation (SOPs, workflow diagrams, service logs).
Experience preparing and submitting performance reports against KPIs and contract milestones.
Ability to identify opportunities for process optimization and system enhancements.
Experience collaborating with IT teams and external vendors.
Ability to act as an escalation point for high-priority incidents.

Responsibilities

Lead and manage a team of technical support staff, ensuring alignment with program technical objectives and contract deliverables.
Provide mentorship, performance feedback, and professional development opportunities for team members.
Oversee workload distribution to ensure proper resource allocation and timely task completion.
Oversee the day-to-day operations of technical services provided to FDIC, ensuring efficiency and compliance with SLAs (Service Level Agreements).
Manage support requests, incident responses, troubleshooting activities, and escalations.
Implement and monitor service delivery frameworks to improve efficiency and outcomes.
Serve as a direct point of contact for stakeholders for technical service issues, concerns, and feedback.
Proactively address customer needs, resolve issues, and provide status updates to ensure client satisfaction.
Ensure all services are delivered in compliance with program policies, procedures, security standards, and federal regulations.
Develop, maintain, and update technical documentation, such as Standard Operating Procedures (SOPs), workflow diagrams, and service logs.
Prepare and submit regular performance reports against key performance indicators (KPIs) and contract milestones.
Identify opportunities for process optimization, system enhancements, and technology upgrades to better meet FDIC’s objectives.
Collaborate with IT teams and external vendors for testing, deployment, and integration of new tools, systems, or applications.
Act as a key escalation point for high-priority incidents and facilitate a rapid response to minimize downtime.