Service Desk Operations Lead

Description

A trusted leader in cloud, digital engineering, data, and Artificial Intelligence, the nation looks to SAIC to integrate emerging technology to modernize critical missions and enable its national imperatives. To address the growing demands within the Department of Defense, SAIC is seeking a highly skilled and dynamic Service Desk Operations Lead to support Tier 0-3 Service Desk operations for our Digital and AI Team as we embark on a large initiative to lead the design and operate integrated Enterprise IT solutions that deliver AI-enabled capabilities and enable data-driven decision making to missions across the Department, Services, and Combatant Commands.

The Ideal candidate will be adept at managing customer relationships, driving operational excellence, and fostering continuous improvement across all service areas.

Core Responsibilities:

• Develop, build, and maintain an overall Advana Service Desk operations plan.
• Provide Tier 0: 24/7/365 Self-Help and Communications services to Advana customers and users.
• Maintain and improve a Tier 0 knowledge base for user self-service, including how-to instructions and information on new product bundles.
• Provide monthly input to Customer Success teams for internal CDAO and external Advana newsletters and communication channels.
• Provide Tier 1: 16/5 Advana Service Desk Support to customers and users across all Advana CSP/Security Environments.
• Review DD Form 2875 System Authorization Access Requests (SAARs) for completeness and cyber training compliance.
• Prepare and maintain JIRA and Qlik dashboards for Service Desk metrics, including outstanding service tickets, VIP service tickets, ticket status, closeout performance, and tickets not closed within specified time thresholds.
• Develop, build, and maintain an overall Advana Service Desk queue management plan and process.
• Facilitate resolution processes and recommend process improvements.
• Conduct root cause analysis for tickets in backlog and identify resolutions for negative trends.
• Review backlog of functional approvals and send reminders to approvers.
• Ensure open Service Desk tickets have regular updates to customers every two business days.
• Design, prepare, validate, and promulgate Advana Service Desk training materials and documentation.
• Maintain and improve internal policies, SOPs, and the Service Desk Playbook for Tiers 1, 2, and 3 operations, reviewing quarterly.
• Maintain updated Tier 2 and Tier 3 points of contact, training slides, and onboarding materials.
• Collect, archive, and maintain Service Desk logs and operations data for audits.
• Conduct and review customer feedback to continually improve Service Desk offerings.
• Maintain persona-based access control methods for Advana account management.
• Maintain user profiles, SAAR forms, and user attributes from ICAM.
• Maintain and improve reporting dashboards for key performance metrics, including average ticket resolution time, average handle time, approval backlog, Service Desk downtime, customer satisfaction scores, and survey results.

Qualifications

• Bachelors and fifteen (15) years or more experience; Masters and thirteen (13) years or more experience; PhD or JD and ten (10) years or more experience.
• Excellent communication and customer service skills.
• Experience working in a cloud environment, preferably AWS.
• Experience working in an Agile Community, using Agile methodology for product and project management.
• Experience working in a DoD environment supporting one of the Armed Forces in an enterprise IT environment, across multiple domains and various clearance levels.
• SEC+ certification or similar certification to meet DoD 8140 (formerly DoD 8570) requirements.
• U.S. Citizenship and a TS/SCI security clearance is required.

Preferred Qualifications:

• ITIL Certification
• Service Desk Certification
• AWS AI Practitioner Certification
• AWS Cloud Practitioner Certification
• Experience working with the Advana System/Platform.

Join SAIC: Be a part of a team that's passionate about the power of AI to transform the public sector.

Apply Now: Interested candidates with a drive for innovation are encouraged to apply. Share your passion, expertise, and leadership by joining our team.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.