Service Desk Team Lead

Job ID 2617841 Location Remote Work, VA, US Date Posted 2026-10-12 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_REMOTE Description SAIC is seeking an experienced Service Desk Team Lead 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 Provide direct leadership, coaching, and performance management for Service Desk staff and contractor personnel across 24/7 shift operationsMonitor ticket queues, SLAs, KPIs, and service delivery metrics, generating regular performance reportsServe as primary escalation point for high-priority incidents and complex technical issues at any hour of operationManage shift handovers, ensuring seamless continuity of service and clear communication across all shiftsLiaise between client organizations and the outsourced service delivery team, participating in client review meetings and status briefingsEnsure contractor personnel adhere to contractual obligations, organizational policies, and security protocolsChampion ITIL v4 best practices and lead continual service improvement (CSI) initiativesMaintain and update SOPs, knowledge base articles, and team training materialsCoordinate 24/7 staffing schedules, shift assignments, on-call rotations, and workload distribution to ensure adequate around-the-clock coverageDevelop, maintain, and deliver comprehensive regular and ad-hoc operational reports utilizing ServiceNow and Genesys, including but not limited toIncident and service request trend analysisSLA compliance and breach reportingCall volume, handle time, and agent performance metricsQueue performance and abandonment rate reportingExecutive-level dashboards and management summaries Qualifications Required Qualifications Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience ; PhD or JD and four (4) years or more experience10+ years of progressive Service Desk / IT support experience, including experience supporting 24/7 help desk operations3+ years working within an IT outsourcing environment with direct oversight of contractor personnel performanceITIL v4 Foundation Certification AND HDI Manager-Level Certification (required)Significant hands-on experience with ServiceNow reporting, including building dashboards, performance analytics, and custom reportsSignificant hands-on experience with Genesys reporting, including real-time and historical reporting, workforce management data, and contact center analyticsDemonstrated ability to translate complex data into clear, actionable insights for both technical and non-technical audiencesProven experience managing SLAs, KPIs, and service delivery metrics in a multi-vendor environmentDemonstrated ability to manage staffing, scheduling, and operational continuity across rotating shifts in a 24/7 environmentStrong leadership, communication, and analytical skills with a customer-first mindsetAbility to be available and responsive outside of standard business hours to support critical incidents, escalations, or operational disruptions Preferred Qualifications Additional ITIL v4 certifications (Managing Professional, Strategic Leader)Experience supporting government or large enterprise clientsFamiliarity with advanced ServiceNow Performance Analytics modulesExperience with Genesys Cloud CX or Genesys PureConnect platformsExperience with workforce management tools for 24/7 shift scheduling and forecastingCompTIA, Microsoft, or Project Management certifications Location Preference to have this resource based in Arlington, VA or East Coast time zone Target salary range $100,001 - $140,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.