Technical Services Supervisor - 2nd Shift Job Listing at SAIC in Washington, DC (Job ID 2614324)

Description

Description

We are seeking a detail-oriented, leadership-driven, and highly customer-focused IT Support Specialist Lead to join our team. The primary responsibility of this role is to oversee and manage the 2nd shift IT support team, resolve escalated technical problems, and provide exceptional support for internal and/or external customers. You will ensure adherence to service-level agreements (SLAs) and act as a key point of escalation for advanced IT troubleshooting issues. This includes supporting computer hardware, software, network connectivity, system/application access, and telecommunications systems.  

Roles and Responsibilities:  

Team Leadership and Supervisory Responsibilities:  

• Provide oversight and guidance to the 2nd shift IT Support team, ensuring timely resolution of issues and effective delivery of customer support services.  
• Act as the first point of escalation for complex or unresolved technical issues from Tier 1 and Tier 2 support staff.  
• Mentor, train, and assist team members with troubleshooting and technical knowledge growth.  
• Monitor ticket queues and ensure team adherence to service-level agreements and established priorities.  
• Communicate shift metrics, task resolutions, and updates to management through regular reporting.  
• Ensure a smooth handoff of unresolved issues and ongoing projects to subsequent shifts for seamless continuity of service.  

 

Technical Responsibilities: 

• Provide advanced troubleshooting support to diagnose, identify, and resolve complex technical problems involving hardware, software, system/application access, and network connectivity.  
• Utilize comprehensive knowledge and tools to address escalated tickets and collaborate with product line specialists, systems engineers, or external vendors when necessary.  
• Conduct root cause analysis of recurring or critical technical issues and implement long-term solutions to prevent recurrence.   
• Develop, maintain, and optimize team processes and workflows, including accurate documentation of incidents and resolutions in tracking databases.  
• Actively participate in planning and implementing updates, rollouts, and upgrades for IT systems and applications during non-peak hours.  

 

Customer Service & Collaboration:  

• Serve as a liaison between the IT team, end-users, and management, ensuring consistent and professional communication.  
• Continuously assess and improve team performance, focusing on delivering an optimal user experience.  
• Foster collaboration among cross-functional teams to expedite resolution of issues and improve system reliability.  

Qualifications

Qualifications:  

• Bachelor's and 5 years' experience in a supervisory role within an IT support or help desk environment.  Additional years of experience may be considered in lieu of a degree.
• Proficiency in advanced troubleshooting and diagnostics for hardware, software, and network-related issues.  
• Strong leadership and coaching skills, with the ability to inspire team members to achieve high performance.  
• ITIL v4 Foundations Certification
• Ability to work Monday through Friday; 3:00 p.m. to 11:30 p.m.
• Experience with database tools, ticketing systems, and IT service management (ITSM) tools for tracking and resolving technical issues.  
• Excellent verbal and written communication skills to convey technical concepts to non-technical users.

 

Preferred Skills and Experience:  

• Demonstrated advanced troubleshooting experience resolving highly complex technical problems.  
• Practical knowledge of software systems, telecommunications, and advanced networking principles.
• Additional certifications such as CompTIA A+, ITIL Foundation, or relevant supervisory credentials are highly desirable.  
• This position will involve phone-based support and active monitoring and resolutions through self-service ticketing systems.  
• Work may require the resolution of time-sensitive issues and availability during emergencies or critical systems failures.  
• Leadership duties include managing shift transitions, preparing end-of-shift handovers, and collaborating with other team leads for 24/7 service coverage.  
   

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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