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Service Desk Supervisor

SAIC

Dallas, Texas • Today

Full-time

USD 80,001.00 - 120,000.00 per year

SERVICE DESK MANAGER

NCI Information Systems, Inc.

Remote • Today

Full-time

USD 82,980.00 per year

Helpdesk Team Manager

Synergy Business Innovation & Solutions Inc

Remote • Today

Full-time

USD 100,000.00 - 110,000.00 per year

SAIC

Job Details

Skills

Security Clearance
Continuous Improvement
Knowledge Base
Training
Trend Analysis
SLA
Regulatory Compliance
Performance Metrics
Service Desk
Technical Support
Help Desk
IT Outsourcing
Dashboard
Real-time
Reporting
KPI
Service Delivery
Recruiting
Leadership
Communication
Analytical Skill
ITIL
Management
ServiceNow
Analytics
Cloud Computing
Customer Experience
Genesys
Workforce Management
Scheduling
Forecasting
CompTIA
Microsoft
Project Management
Information Technology
Systems Engineering
FOCUS

Security Clearance
Continuous Improvement
Knowledge Base
Training
Trend Analysis
SLA
Regulatory Compliance
Performance Metrics
Service Desk
Technical Support
Help Desk
IT Outsourcing
Dashboard
Real-time
Reporting
KPI
Service Delivery
Recruiting
Leadership
Communication
Analytical Skill
ITIL
Management
ServiceNow
Analytics
Cloud Computing
Customer Experience
Genesys
Workforce Management
Scheduling
Forecasting
CompTIA
Microsoft
Project Management
Information Technology
Systems Engineering
FOCUS

Summary

Job ID: 2618185

Location: Dallas, TX, US

Date Posted: 2026-10-20

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_ON_SITE

Description

SAIC is seeking an experienced Service Desk Team Supervisor to oversee daily operations of a 24/7 Service Desk, lead a team of technical support analysts, and manage contractor personnel performance within an IT outsourcing environment. This role serves as the primary escalation point for complex incidents while driving service excellence, SLA compliance, and continuous improvement across all support functions. A critical component of this role is the ability to produce, analyze, and present regular and ad-hoc operational reports utilizing ServiceNow and Genesys platforms.

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

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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: 2618185
Posted 2 hours ago

Company Info

About SAIC

SAIC® is a premier 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, intelligence, and civilian markets includes 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 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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Remote

•

Today

Job ID: 2617448 Location: Remote Work, VA, US Date Posted: 2026-09-30 Category: Information Technology Subcategory: Technical Svcs Schedule: Full-Time Shift: Day Job Travel: Yes - 10% of the time Minimum Clearance Required: None Clearance Level Must Be Able to Obtain: Public Trust Potential for Remote Work: ORA_REMOTE Description SAIC has a job opening for a Technical Services/NOC Supervisor to lead a team that provides advanced technical support to Team Supervisors, Network technician

Full-time

USD 40,001.00 - 80,000.00 per year

Computer Operator IV

Oklahoma City, Oklahoma

•

Today

Job ID: 2618024 Location: Oklahoma City, OK, US Date Posted: 2026-10-15 Category: Information Technology Subcategory: Computer Operator 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_ON_SITE Description SAIC is seeking a Computer Operator IV to lead a team supporting the operations of a large-scale computer system and multi-carrier wireless service portals at the Mike Mon

Full-time

USD 40,001.00 - 80,000.00 per year

Computer User Support Specialist

Scott Air Force Base, Illinois

•

Today

Job ID: 2617090 Location: Scott Afb, IL, US Date Posted: 2026-09-21 Category: Information Technology Subcategory: IT Systems Engineer Schedule: Full-Time Shift: Day Job Travel: No Minimum Clearance Required: Top_Secret Clearance Level Must Be Able to Obtain: TS/SCI Potential for Remote Work: ORA_ON_SITE Description SAIC is seeking a Computer User Support Specialist to support an IT support effort for USTRANSCOM located at Scott Air Force Base (AFB) in Illinois. The USTC Managed Informa

Full-time

USD 40,001.00 - 80,000.00 per year

IT Operations and Maintenance Oversight SETA

Colorado Springs, Colorado

•

Today

Job ID: 2617540 Location: Colorado Springs, CO, US Date Posted: 2026-10-02 Category: Engineering and Sciences Subcategory: Systems Engineer Schedule: Full-Time Shift: Day Job Travel: Yes - 10% of the time Minimum Clearance Required: TS.SCI_wPoly Clearance Level Must Be Able to Obtain: None Potential for Remote Work: ORA_ON_SITE Description SAIC is seeking an IT Operations & Maintenance Oversight SETA to provide expert technical advice to a government customer in support of space launch

Full-time

USD 120,001.00 - 160,000.00 per year

SAIC