Service Desk Team Lead

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 operations

- 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

- Manage shift handovers, ensuring seamless continuity of service and clear communication across all shifts

- Liaise between client organizations and the outsourced service delivery team, participating in client review meetings and status briefings

- 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

- Coordinate 24/7 staffing schedules, shift assignments, on-call rotations, and workload distribution to ensure adequate around-the-clock coverage

- 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

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 experience
- 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 AND 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 Qualifications

- 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

Location

- Preference to have this resource based in Arlington, VA or East Coast time zone