Technical Services Supervisor - 2nd Shift

SAIC•Washington, DC

2d•Onsite

About The Position

We are seeking a detail-oriented, leadership-driven, and highly customer-focused IT Support Specialist Lead to join our team. The primary responsibility of this role is to oversee and manage the 2nd shift IT support team, resolve escalated technical problems, and provide exceptional support for internal and/or external customers. You will ensure adherence to service-level agreements (SLAs) and act as a key point of escalation for advanced IT troubleshooting issues. This includes supporting computer hardware, software, network connectivity, system/application access, and telecommunications systems.

Requirements

Leadership-driven
Highly customer-focused
Oversee and manage the 2nd shift IT support team
Resolve escalated technical problems
Provide exceptional support for internal and/or external customers
Ensure adherence to service-level agreements (SLAs)
Act as a key point of escalation for advanced IT troubleshooting issues
Support computer hardware, software, network connectivity, system/application access, and telecommunications systems
Advanced troubleshooting support
Diagnose, identify, and resolve complex technical problems
Utilize comprehensive knowledge and tools
Collaborate with product line specialists, systems engineers, or external vendors
Conduct root cause analysis
Implement long-term solutions
Develop, maintain, and optimize team processes and workflows
Accurate documentation of incidents and resolutions
Participate in planning and implementing updates, rollouts, and upgrades for IT systems and applications
Serve as a liaison between the IT team, end-users, and management
Ensure consistent and professional communication
Assess and improve team performance
Foster collaboration among cross-functional teams

Responsibilities

Provide oversight and guidance to the 2nd shift IT Support team, ensuring timely resolution of issues and effective delivery of customer support services.
Act as the first point of escalation for complex or unresolved technical issues from Tier 1 and Tier 2 support staff.
Mentor, train, and assist team members with troubleshooting and technical knowledge growth.
Monitor ticket queues and ensure team adherence to service-level agreements and established priorities.
Communicate shift metrics, task resolutions, and updates to management through regular reporting.
Ensure a smooth handoff of unresolved issues and ongoing projects to subsequent shifts for seamless continuity of service.
Provide advanced troubleshooting support to diagnose, identify, and resolve complex technical problems involving hardware, software, system/application access, and network connectivity.
Utilize comprehensive knowledge and tools to address escalated tickets and collaborate with product line specialists, systems engineers, or external vendors when necessary.
Conduct root cause analysis of recurring or critical technical issues and implement long-term solutions to prevent recurrence.
Develop, maintain, and optimize team processes and workflows, including accurate documentation of incidents and resolutions in tracking databases.
Actively participate in planning and implementing updates, rollouts, and upgrades for IT systems and applications during non-peak hours.
Serve as a liaison between the IT team, end-users, and management, ensuring consistent and professional communication.
Continuously assess and improve team performance, focusing on delivering an optimal user experience.
Foster collaboration among cross-functional teams to expedite resolution of issues and improve system reliability.