Service Desk Supervisor

SAIC · Dallas

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

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. SAIC is an Equal Opportunity Employer. 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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