Remote 24/7 Service Desk Lead — ITIL & Reporting

SAIC

Virginia

Remote

USD 100,000 - 140,000

Full time

3 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

SAIC is seeking an experienced Service Desk Team Lead to oversee a 24/7 operation, supervise analysts, and ensure SLA compliance within an IT outsourcing environment. The role centers on leadership, incident handling, and performance reporting.

Strong ITIL v4 and HDI Manager-Level credentials are required, along with hands-on experience with ServiceNow and Genesys reporting. Remote work options exist; expect collaboration with clients and management across shifts.

Qualifications

Bachelor's degree with 9+ years IT service/desk experience or advanced degrees with fewer years.
10+ years in progressive Service Desk/IT support, including 24/7 operations.
3+ years IT outsourcing with direct oversight of contractor personnel.

Responsibilities

Lead Service Desk staff across 24/7 shifts, coaching and performance management.
Monitor queues, SLAs, KPIs, and deliver regular performance reports.
Act as primary escalation point for high-priority incidents and complex issues.
Oversee shift handovers and cross-team communication for continuity.
Coordinate with client organizations and outsourced team in review meetings.
Ensure contractors follow policies and security requirements; drive CSI initiatives.
Maintain SOPs, knowledge bases, and training materials.
Develop and deliver operational reports using ServiceNow and Genesys.