DescriptionSAIC is seeking a Platform Service Desk Lead to join our Avalon Platform Engineering and Sustainment team. This is a full-time remote job that can be worked anywhere within the U.S.As a Service Desk Lead, you will play a critical role in building a Platform Engineering and Sustainment Center of Excellence around our Avalon Platform Ecosystem. This position requires a depth of knowledge around the IT Infrastructure Library (ITIL) framework and best practices around IT Service Management (ITSM) to help facilitate supporting a Cloud based ecosystem with supporting SLA's and other key metrics. The ideal candidate will be self-directed, autonomous, empowered, comfortable with being uncomfortable, a coach, and a critical thinker.Responsibilities:
Build and lead a high-performing Service Desk team to ensure effective and efficient support for the platform.
Develop and implement ITIL best practices within the Service Desk, including incident management, problem management, and change management processes.
Establish and maintain service level agreements (SLAs) to meet customer expectations and drive continuous improvement.
Develop and maintain documentation, knowledge base articles, and standard operating procedures for the Service Desk team.
Conduct regular performance reviews and provide coaching and mentoring to team members.
Monitor and analyze Service Desk performance metrics to identify trends, areas for improvement, and opportunities for automation.
Collaborate with Cloud Engineering teams to ensure seamless integration and support of Cloud Native technologies.
Coordinate with IT Operations Management to ensure smooth service transitions and operational readiness.
Drive a culture of customer-centricity and continuous improvement within the Service Desk team.
Stay up-to-date with industry trends and emerging technologies in Service Desk management and Cloud Engineering.
Collaborate with stakeholders to define and refine the Service Desk strategy and roadmap.
Identify and implement tools and technologies to enhance the efficiency and effectiveness of the Service Desk operations.
Foster a positive and inclusive work environment that promotes teamwork, collaboration, and knowledge sharing.
Act as a point of escalation for critical incidents and complex customer issues.
QualificationsRequired Qualifications:
Must be a U.S. Citizen with the ability to obtain a Secret clearance.
Bachelor's degree in Computer Science, Information Technology, or a related field. In lieu of a degree, four additional years of experience will be considered.
Minimum of nine years or more of experience combined with ITIL Service Management, Operations Management, and/or Cloud Engineering.
Strong leadership and people management skills.
Excellent communication and interpersonal skills.
In-depth knowledge of ITIL best practices and Service Desk management principles.
Proficiency in incident management, problem management, and change management processes.
Experience with Cloud Native technologies and their implementation.
Solid understanding of IT Service Management frameworks and methodologies.
Strong analytical and problem-solving abilities.
Ability to work in a fast-paced and dynamic environment.
Proven track record of driving continuous improvement initiatives.
Familiarity with IT operations management and service transition processes.
Desired Qualifications and Certifications:
Certifications in Service Management frameworks such as ITIL.
Certifications in Cloud Engineering (e.g., AWS Certified Cloud Practitioner, Azure Administrator).
Experience with containerization technologies such as Docker, Kubernetes, Etc.
Familiarity with infrastructure-as-code (IaC) tools like Terraform or CloudFormation.
Knowledge of Agile methodologies and practices.
Join our team and be part of our exciting journey to establish the Avalon Platform Center of Excellence, leveraging industry best practices and cutting-edge technologies to drive innovation and deliver exceptional Platform operations and services.SAIC accepts applications on an ongoing basis and there is no deadline.Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
REQNUMBER: 2404240SAIC is a premier technology integrator, solving our nation’s most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability
Full-time