SAIC
TX
Description SAIC is seeking an experienced Service Desk Team Supervisor to oversee daily operations of a 24/7 Service Desk, lead a team of technical support analysts, and manage contractor personnel performance within an IT outsourcing environment. This role serves as the primary escalation point for complex incidents while driving service excellence, SLA compliance, and continuous improvement across all support functions. A critical component of this role is the ability to produce, analyze, and present regular and ad-hoc operational reports utilizing ServiceNow and Genesys platforms. Key Responsibilities Liaise between client organizations and the outsourced service delivery team, participating in client review meetings and status briefings Monitor ticket queues, SLAs, KPIs, and service delivery metrics, generating regular performance reports Serve as primary escalation point for high-priority incidents and complex technical issues at any hour of operation Ensure...