{bc}
Apply
oracle

Service Desk Supervisor

SAIC
Dallas, USA
Senior · 10+ years experience
Onsite
Discovered 5 days ago
servicenow

Full Job Posting

Key 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, generating regular performance reports
  • Serve as 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 comprehensive regular and ad-hoc operational reports utilizing ServiceNow and Genesys, including but not limited to:
  • 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
  • Executive-level dashboards and management summaries

Qualifications

  • Bachelor's 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
  • Demonstrated ability to translate complex data into clear, actionable insights for both technical and non-technical audiences
  • Proven experience managing SLAs, KPIs, and service delivery metrics in a multi-vendor environment
  • Demonstrated ability to manage staffing, scheduling, and operational continuity across rotating shifts in a 24/7 environment
  • Strong leadership, communication, and analytical skills with a customer-first mindset
  • Ability to be available and responsive outside of standard business hours to support critical incidents, escalations, or operational disruptions
  • Preferred:
  • 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

Apply for this job in 1 click

Skip the repetitive application forms

Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.

Sarah M.James T.Maya R.

Trusted by over 500,000 job seekers on Base Career

Start Free Today

More from this employer

More jobs at SAIC

Drafter/CAD Operator

Bedford, USA

Discovered Today

TWF Air Traffic Control Instructor-II

Twin Falls, USA

Discovered Today

Supply Technician

North Charleston, USA

Discovered Today

Senior MBSE Engineer

El Segundo, USA

Discovered Today

Systems Administrator

San Diego, USA

Discovered Today

Infrastructure Operations Manager

Washington, USA

Discovered 2 days ago

Acquisition Systems Engineer

Chantilly, USA

Discovered 2 days ago

Senior Drupal Developer

Washington, USA

Discovered 3 days ago