Service Desk Team Lead Job Listing at SAIC in Cookeville, TN (Job ID 2502853)

Description

Description

The Service Desk Team Lead is a key role that requires excellent customer service skills and a strong understanding of the call center environment. Communication, whether verbal or written, must be clear, concise, respectful, and tactful. The Team Lead will report to and take direction from the Service Desk Supervisor and Service Desk Manager.

The primary purpose of this position is to act as the principal peer support for the support activities of the Department of Health & Human Services Service Desk Agents located in Cookeville, TN

Essential Duties and Responsibilities:

1. Technical Support and Incident Management:
   • Monitor and Provide technical support and answers to service desk agents with questions regarding account administration, software distribution, documentation, system and network status, and incident entry via the incident management tool.
   • Take Customer Escalations.
   • Manage SEVs, outages, and issues by creating Parent Tickets when required.
   • Communicate with and promote good relationships with NOC, Management, and other groups.
   • Record front-end phone messages to manage call volume.
   • Post Whiteboard messages (when the process becomes available in ServiceNow or Teams) to inform the user community of issues.
2. Reporting and Documentation:
   • Create or direct the creation of morning reports as needed, including process ownership, documentation updates, and scheduling.
3. Staff Management:
   • Remain in an Available status during peak surge times unless working on an approved task.
   • Ensure contact logging by analysts adheres to documentation guidelines.
   • Encourage the improvement and utilization of the Knowledge Base by soliciting feedback from analysts and identifying knowledge articles as needed.
   • Identify and assign topics for research and knowledge development.
   • Undertake peer reviews to improve the quality of work and the body of knowledge.
4. Performance Monitoring and Improvement:
5. • Monitor SLA performance impacts (phone and ticket queues).
   • Maintain an active case load to provide a stellar example of appropriate procedures and outstanding customer service for the team.
   • Act as the authoritative contact for major incident management, outages, and impacts of more than average difficulty.
6. Training and Development:
   • Collaborate on Training & Quality Assurance for team development and desired training for team members.
   • Onboard and train analysts as required.
   • Have a clear understanding of New Hire and Account Request Processes to train and onboard analysts.
7. Reporting and Communication:
   • Report to senior managers on any issue that could significantly impact the business.
   • Work independently with the ability to determine needs and act upon situations in a timely manner.
8. Other Responsibilities:
   • Undertake other tasks as assigned by the Manager.

Qualifications

Qualifications:

• Associates degree in a related technical field and 2 or more years of Technical Help Desk experience. Additional experience in lieu of degree can be considered. 
• Excellent customer service skills.
• Strong understanding of the call center environment.
• Ability to communicate clearly and concisely, both verbally and in writing.
• Experience in incident management and technical support.
• Proven ability to manage and motivate a team.
• Knowledge of ServiceNow or similar incident management tools is a plus.
• Strong organizational skills and attention to detail.
• Ability to work independently and take initiative.

Preferred Qualifications:

• Prior experience in a similar lead role.
• Knowledge of the Department of Health & Human Services procedures and systems.
• Certification in relevant IT support or management fields.

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.

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