SAIC
DC
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,...