Technical Services Team Supervisor

Saic; Fort Huachuca (AZ); Hybrid; USD 70,000 - 100,000; Full time

Job summary

SAIC seeks a Technical Services Team Supervisor to lead a professional support group, drive operational excellence, and foster a positive work environment. This on-call role supports Sunday–Friday nights, with shifts from 8PM–6:30AM, and hours may change.

The role is Hybrid/Remote for Fort Huachuca, AZ, requiring local residency. You will manage performance, contribute to process improvements, and coordinate with multiple stakeholders to ensure top-tier customer support.

Qualifications

• Ability to communicate complex information effectively in writing and speech.
• Experience with domain/email account administration tools and security policies.
• Strong leadership, analytical and problem solving skills; innovative solutions.
• Excellent customer service and knowledge of service desk practices.

Responsibilities

• Direct professional development of team members via performance management.
• Contribute to Help Desk improvements by identifying knowledge gaps.
• Exercise independent judgment within defined objectives and policies.
• Communicate with departments, management, peers, and customers to ensure support.
• Maintain procedures to meet contract terms and improve service quality.
• Use monitoring tools to provide feedback to staff.
• Implement policies and oversee staff adherence and development.
• Manage recruitment, salary, performance reviews, and records.

Skills

Leadership

Performance management

Analytical skills

Communication

Customer service

Team motivation

Documentation

Education

Bachelor's degree

Master's degree

Tools

ServiceNow

Excel

PowerPoint

Active Directory

ACD systems

VPN

ITIL

ISO 9000

Job description

Description

SAIC is pleased to announce an opening for the position of Technical Services Team Supervisor. We are seeking an experienced and motivated leader who is committed to driving team success, maintaining operational excellence, and fostering a positive work environment. This is an on call role with work schedule operations Sunday-Friday 8PM-6:30AM; these hours are subject to change. Ideal candidate will come from a leadership background who is able to adapt to a fast paced, changing environment.

This role is a Hybrid/Remote role in Fort Huachuca, AZ, must be local to area to be considered.

JOB DUTIES:

• Primarily responsible for the professional development of team members through the performance management process.


• Contribute to Help Desk Improvement by communicating observed gaps in team knowledge


• Exercise independent judgment within generally defined objectives and policies.


• Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation.


• Responsible for maintaining and following detailed operational procedures ensuring contract terms are met and will continuously improve quality of service delivery and provide value added customer service.


• Use of monitoring tools to provide feedback to team members.


• Provide focus to staff by established policies and procedures and implements and administers policies that affect employees.


• Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development.


• Oversee the appropriate development and retention of documentation and records.

Qualifications

REQUIREMENTS:

Education and Experience:

• Bachelors and two (2) years or more experience; Masters and 0 years related experience; Years of experience in Lieu of degree to be reviewed.


• Must have the ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports. Interact daily with staff and/or functional peer groups and customers.


• Previous experience with a variety of domain/email account administration tools and familiar with standard corporate security policies.


• Must have strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions.


• Excellent customer service skills and be well versed in the Service Desk environment.


• Strong understanding of call metrics and the ability to motivate and lead a team that can meet set goals and objectives is a must.


• Must have superior written and verbal communication skills, as well as knowledge in standard service desk practices, ITIL, and ISO 9000.


• Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals.


• Ability to be available 24x7 for On-Call support.


• Ability to work 9+ hour shifts.

Clearance:

• Must be a U.S. Citizen.


• Must have an Active Secret Clearance to start.

Certification:

• CompTIA Security +

DESIRED SKILLS:

• Familiar with standard report and supervisory software such as ServiceNow, Excel, PowerPoint, knowledge management software, and Automatic Call Distribution (ACD) systems. Experience in desktop and networking support, IT concepts and service desk software, Active Directory, Anti-virus, VPN, financial management, quality assurance support and basic technical writing skills.

Please note that not all applicants will be selected for an interview.