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Posted: Friday, March 3, 2017 3:05 PM

Deskside Support Lead (Job Number:424404)
Job Description:
: Responsible for leading and motivating a team of Deskside Support technicians to deliver excellent technical support with outstanding customer service within agreed upon contractual service levels.
: Understands and takes full responsibility for managing service levels, incident and problem tickets, service request fulfillment, and reporting for regional team.
: Ensures work is performed consistent with individual technician goals and overall service level agreements per contract.
: Manages end:user support for many sites within a region in a 24x7x365 support environment, including Asia locations.
: Coordinates resolution of outages with the NOC, Service Desk and other IT groups as required.
: Must possess the ability to gather, interpret and present operational metrics to determine trends and identify opportunities for increased efficiency, and will be expected to take proactive measures to ensure SLAs are obtained.
: Will participate with other leads and management in development and enhancement of operational procedures, continuously improve quality of services delivered through monitoring of tickets and customer surveys, and support management initiatives as requested.
: Ability to exercise independent judgment within generally defined objectives and policies is required, and must be capable of communicating clearly with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation.
: This position works in a 24x7x365 environment that requires flexibility in work hours.
Required Education/Skills:
: Bachelor's Degree and 2+ yrs related experience supervising IT support staff; Associate's degree and additional 2 yrs experience managing/supervising IT staff may be substituted for Bachelor's degree
: 5+ yrs of experience in an Enterprise:level IT support environment
: Successful candidate will be a highly motivated, self:starting team player with a positive attitude who enjoys overcoming challenges
: Ability to communicate clearly and effectively with other departments, management, functional peer groups, technical staff and our govt customers.
: Excellent written and oral communication skills to ensure satisfactory customer support and gain cooperation
: Strong people/leadership/coaching skills with experience supervising small to medium teams
: Must be able to work independently, think outside the box, and take proactive actions
: Experience troubleshooting, repairing and servicing technical equipment and applications
: Experience with workstation imaging, audio/video conferencing, and file/print services support
: Knowledge of Active Directory, Group policies, and networking
: Candidate must possess a US "Public Trust" clearance, or be able to obtain a Public Trust clearance.
Desired Education/Skills:
: ITIL Foundations certification
: Familiarity with government IT environment and administrative processes
: Technical certifications such as A+, N+, MCP, MCSE, MCDST, CCNA
: Experience supporting and maintaining user account information including rights, security and systems groups.
: Experience utilizing Service Now for Incident/Problem/Change management
SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC provides systems engineering and integration offerings for large, complex projects. Headquartered in McLean, Virginia, SAIC has approximately 15,000 employees and annual revenues of about 4.3 billion.
EOE AA M/F/Vet/Disability
Job Posting: Jan 6, 2017, 2:14:49 PM
Primary Location: United States:CA:SAN FRANCISCO
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Public Trust


• Location: San Francisco

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