Service Desk Lead

Arlington, VA, US • Posted 8 days ago • Updated 1 hour ago

Full Time

On-site

SAIC

Fitment

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Job Details

Skills

Security Clearance
Team Leadership
Service Level
Telephony
Network
Workforce Management
Knowledge Management
ASA
Recruiting
Mentorship
Training
Documentation
Performance Metrics
Quality Assurance
Auditing
Change Control
Customer Facing
Service Delivery
Collaboration
IT Service Management
Service Desk
Management
IT Outsourcing
ITIL
Problem Management
Communication
Leadership
Customer Service
Information Technology
Systems Engineering
FOCUS

Summary

Job ID: 2610207

Location: Arlington, VA, US

Date Posted: 2026-03-12

Category: Information Technology

Subcategory: Technical Svcs

Schedule: Full-Time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: ORA_HYBRID

Description

SAIC is seeking a Service Desk Team Lead to support our federal customer. This exciting opportunity allows you to work alongside industry leaders, leveraging advanced technologies to support the mission of maintaining public confidence.

This position will require on-site work in Arlington, VA.

Responsibilities:

Provide ITIL 4-aligned leadership, ensuring the Service Desk team adheres to processes and meets service level agreements (SLAs).
Comprehensive understanding Technical tools used for Service Desk operations including telephony systems, software, network, workforce management, and knowledge management.
Practical knowledge of key service desk metrics including ASA, FCR, and CSAT
Manage shift schedules, ensuring staffing and skill levels align with operational requirements 24/7/365.
Implement and monitor queues to appropriately handle incidents and requests within established timelines.
Coach, mentor, and support Service Desk analysts across shifts to ensure consistent service quality.
Serve as an escalation point for complex issues, ensuring timely and thorough resolution.
Continuously assess team performance, implementing corrective actions or additional training as needed.
Coordinate regular training sessions on tools, technologies, and processes to ensure team competency.
Own responsibility for incident escalation and service request fulfillment, from initiation to closure.
Collaborate with designated stakeholders for escalations requiring additional technical or managerial oversight.
Ensure effective ticket documentation, classification, and prioritization in line with ITIL standards.
Generate and deliver operational reports, highlighting area performance metrics and process adherence.
Monitor service desk efficiency through quality assurance techniques, such as live monitoring and ticket audits.
Identify trends and recurring issues, driving the implementation of Continuous Service Improvement (CSI) initiatives.
Liaise with internal and external stakeholders, including FDIC Service Delivery Designees and Change Control Leaders.
Represent the Service Desk in customer-facing engagements, fostering alignment on objectives and deliverables.
Collaborate with technical teams to resolve systemic issues affecting service delivery.
Ensure Service Desk personnel are trained on relevant technologies and products that are supported.
Collaborate with ITSM teams to enhance the capabilities and automation of the Service Desk's tools and processes.

Qualifications

Required Qualifications:

Bachelors and 10 years or more experience; additional experience may be considered in lieu of degree.
Minimum 10 years experience in Service Desk Services
Minimum 3 years management experience in an IT outsourcing environment
ITIL 4 Foundations Certification or HDI Manager Level certification
Strong understanding of Incident, Request, Change, and Problem Management processes.
Excellent communication, leadership, and customer service skills.
Ability to analyze data, identify trends, and recommend operational improvements.
The ability to obtain and maintain a Public Trust

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10111346
Position Id: 2610207
Posted 8 days ago

Company Info

About SAIC

SAIC® is a premier Fortune 500 mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets include secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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