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SAIC · 1 day ago

Help Desk Lead in IT Operations

San Diego, CA

Full-time

Onsite

Mid, Senior Level

$80K/yr - $120K/yr

5+ years exp

SAIC is seeking an experienced and dynamic Tier 1 Help Desk Lead to manage and optimize Tier 1 Help Desk operations. This key leadership role is responsible for ensuring seamless support to Navy customers and mentoring a high-performing team of Help Desk Analysts.

Information TechnologySecurityService IndustrySoftware

Work & Life Balance

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Oversee all Help Desk operations, ensuring smooth 24/5 coverage and adherence to defined SLAs

Manage ticket escalations and resolution workflows using the HELIX system, while maintaining ticketing continuity, prioritization, and timelines for customer satisfaction

Supervise, mentor, and lead a team of Tier 1 Help Desk Analysts (HDAs), fostering skills development, accountability, and high performance

Monitor and report key operational metrics, providing regular status updates and performance briefings to leadership

Continuously refine help desk processes, procedures, and workflows to adapt to evolving customer and mission requirements

Collaborate with stakeholders to maintain smooth Configuration Management (CM) practices for Program of Record (POR) systems

Qualification

Help Desk ManagementHELIX Ticketing SystemLeadership ExperienceIT Support ExperienceDoD 8570 IAT Level 1Process ImprovementTeam BuildingCustomer InteractionAnalytical SkillsProblem SolvingCommunication Skills

Required

Bachelor's degree in Information Technology, Computer Science, or a related field and five (5) years or more of relevant IT support experience; Master's degree and three (3) or more years of relevant experience

Must be a U.S. Citizen

Must have an Active Secret Clearance to start

2+ years of help desk experience

1+ year in a leadership role, managing teams and/or IT service operations

Active DoD 8570 IAT Level 1 Certification (or ability to obtain prior to start)

Flexibility to provide on-call or after-hours support as needed to maintain ongoing customer operations

The Help Desk Lead is primarily a day shift position, however the watch standers are onsite from 0545 – 2145 Monday through Friday in a days and eve shift format. As the lead you can anticipate modifying your schedule accordingly to accommodate supervision of the watch standers